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:09/20/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Contacted *** Boston 11/25/2022 for heat pump. Heat pump placed on 1/19/2023 and full payment for $5400.00 per check given to *** Boston. Heat pump not working. Numerous texts and several phone calls to his cell number were made from 1/21/2023-3/24/2023 to come back and resolve the problem. He came out a few times but never completed the trouble shooting for the heat pump to function. On 4/4/2023, **** ***** with ****** ************* was hired to look at the heat pump. He was able to rewire the heat pump and charged $200.00. Several attempts to contact *** Boston were made but he did not respond back. On 4/11/2023, I called him from my work number at *** ****** *ospital and he answered the call. I explained about wanting a refund for $200.00 spent with other contractor and needing invoice, product manuals and warranty information and he stated he would send the information but did not agree on giving a refund. He stated, "I was going to come out tomorrow to fix it". I stated that I know when some contractors are paid up front that it is no longer a priority to complete the job and he was upset by my comment and stated, "I will not be belittled by you". As of 8/15/2023, he has not sent any of the requested information. I located his business number and left a message with only my first name and phone number on his machine on 8/15/2023. He called back and I explained who I was and that the information had still not been received to which he stated he would send the information to our home address "this week". We have never received our invoice, the product manual or warranty information. Sometime this past June or July, our son attempted to find his business in Virginia, Il, to physically obtain the information for our heat pump. ***** could not find the business. He went to ******* gas station to ask if they knew where Boston Mechanical was located without success. One of the employees stated that *** Boston "never gave her an invoice" as well.

  Business Response

  Date: 09/25/2023

  BBB spoke with the owner today on the phone. Mr. Boston stated this customer had a heat pump installed which included a warranty.  The customer called a few times about an issue with the pump but the issue could not be duplicated while onsite.  Boston Mechanical was scheduled to go back to the home on a Monday to address the latest concerns, however the customer called to report their "sons friend" looked at it and found a lose wire, then demanded $200 for the repair. 

  Mr. Boston stated his policy is to service the products he installs under warranty and is not responsible to reimburse a 3rd party to work on the equipment. 

  Mr. Boston stated each customer install contains a packet that includes the product warranty. This was left at the home on the date of the install in the common living area of the barn.

  He stated Boston Mechanical has proudly been in business for over 25 years and never had a negative customer situation. 

  Customer Answer

  Date: 09/27/2023

   I am rejecting this response because: we have never been given the product and warranty information; it was not left at our farm in any area.  I have had a phone conversation with you twice and you stated you would mail it and we have never received it after several months of waiting for it.   The invoice was not addressed in the response.  We know that it is customary for an invoice to be given to a customer for the product that was purchased and service given. I never “demanded” the $200.00 refund and realized promptly that would never be granted after our conversation.   Once again, heat pump installed 1/2023 and we have never received the requested invoice and information after numerous requests per text with NO response and 2 requests in conversation per phone.  Please send us our information.  Thank you.