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:01/16/2024

  Type:Sales and Advertising 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 contacted this company for a furnace inspection, of course they said we needed a new furnace. I asked the salesman, Jerry, about the advertised special where we would get a free AC installed with a new furnace purchase and was quickly told that it wasn't available anymore. The next day, after we signed the contract, they advertise all over ******** that anyone purchasing a new furnace would get a free AC installed. I called them and they denied this but lowered our cost from $15,000 to $12,000 for a job that 6 other professionals said shouldn't have cost over $6000.

  Business Response

  Date: 01/19/2024

  We apologize for any misunderstanding. The BOGO offer is a promotion we run sporadically based on demand and our installation schedule, so it’s very likely that while we weren’t running it the day you received your initial quote we could have reinstated the promo shortly thereafter. Based on the info you provided it appears we discounted that initial quote accordingly to compensate for that promo in attempt to be more than fair spite the promo dates not being aligned. The promotion clearly states that while the furnace itself (materials) are free, there is still a charge for the installation of that free furnace. In reviewing your estimate it appears our cost of the materials you were quoted was in excess of $10,000, so I can be confidently say any contractor that told you it should cost $6,000 is completely unaware of what product you were actually quoted or is just choosing to be dishonest in an attempt to earn your business. Our prices are very competitive, and we very much pride ourselves in being a family business that operates on very modest margins while also guaranteeing the highest of quality.  While we regret that we weren’t able to earn your business, there are certainly many  cheaper companies out there that don’t focus on investing in quality and community as much as we have for the past 9+ decades. 

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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.

  On May 10, their technician, Jacob came to my Mother’s rental property to inspect the 10 year old carrier, gas furnace, and to provide a written report for the city of Canton. My mother met with Jacob and showed him to the basement where he did a cursory inspection of the unit. After doing a flame analysis of the air escaping the flu, he determined the flame combustion was not at the proper levels.Based on that alone his diagnosis was a crack in the heat exchanger and he condemned the unit without any further inspection even though there was no evidence of any CO Gases entering the home. He then informed my mother the unit would need to be replaced and called “his boss“ who came out, met with my mother and gave her a hefty price of $4500 to install a new furnace.
  Since she didn’t have $5000 available at her disposal, so my mother called me and I decided to install a new unit myself. Fast forward to June 1 I came to the house to remove the old unit. While I did, so I decided to reference the model and serial number and see if the unit was still under warranty, which it was some thing Jacob or “his boss” (who actually turned out to be just a salesman) never bothered to do, then I went further and inspected the heat exchanger which was not cracked or damaged in anyway it was working properly. I then called Bonsky and explained the situation and asked that they send their tech out to show me where the suspected crack was. After waiting several hours and making several calls to follow up with the receptionist Crystal, their service manager John came out and inspected the heat exchanger for himself, and determined there was no crack or defect in the heat exchanger. I feel they have committed fraud and purposely tried to take advantage of an elderly woman. 

  Mother’s name and address is as follows:
  ****** ********
  **** ********* ********* ***
  ********** *****
  
  The address where the incident occurred is **** ******* *** *** 
  Canton,Oh,44704

  Business Response

  Date: 06/16/2023

  We were initially called to a rental property owned by Mrs. ******** for an inspection of the furnace.  Our technician was greeted by the incredibly disrespectful Mr. ******** who was not satisfied with the our diagnostic fee already agreed to prior to us dispatching the technician.  We provided printed readings and presented our findings regrading a defective heat exchanger leaking Co2 when the system was operational.  We advised that while we could attempt to warranty the heat exchanger, there would be a labor charge to perform the work.  When we advised Mr. ******** the cost of that labor he became enraged and began cursing at our technician and called him a crook. The following day Mr. ******** called our office and began cursing at our receptionist saying that he took it upon himself to remove the heat exchanger, and fill it full of water in attempt to prove that our diagnosis was wrong.  Our senior technician advised Mr. ******** that simply filling the heat exchanger with water likely wouldn't leak as the small cracks become larger when the system is operational under 350 degrees of heat and pressure as it is when it's functioning within the furnace. He again became enraged and said that if we didn't come and put his furnace back together for FREE he'd continue to write bad reviews on behalf of himself and his mother and report Bonsky to the BBB.   In good faith, I told our senior technician to proceed with going back to the home and re-installing the heat exchanger in the system at no cost so that we could put Mr. ******** and his disrespect and threats behind us. Our 425+ 5 star google reviews in 2 years show that we're a company committed to ALWAYS doing the right thing for our customers. However, when the technician arrived, he discovered Mr. ******** had not only removed the heat exchanger incorrectly, he'd completely disassembled the entire furnace in an unsafe manner and the only thing remaining assembled was the plenum left dangling by some suspension wires from the ceiling.  The technician proceeded to ******** me to show me the mess that the unqualified Mr. ******** had created.  While on the phone with the technician I could hear Mr. ******** screaming profanities at our technician.  I advised the technician that due to the extensive damage Mr. ******** had caused we would not assume the liability of attempting to reassemble the 9 year old furnace Mr. ******** had destroyed.  It's also worth noting that we did not install this system 9 years ago, had never worked on it prior to the initial service call...and we never removed any parts or components from the system as we were able to diagnose the cracked heat exchanger using a combustion analyzer and an inspection camera.  When the technician respectfully advised Mr. ******** of our decision, he became extremely enraged and demanded we replace the furnace (that we didn't install or damage) for free of charge or he'd uphold his previous commitment of slandering Bonsky.  Upon making more incredibly inappropriate threats to the technician I advised the Tech to safely remove himself from the home as quickly as possible.  Our staff was advised to classify Mr. ******** account as "Do Not Work For", and to not return to this home or any others associated with him due to safety concerns.  

  Customer Answer

  Date: 06/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  The response to my complaint is a complete fabrication and typical, of what I have come to expect from Bonsky. As I stated in my original complaint, my mother contacted, Bonsky’s to perform an inspection of the furnace, because the city requires that an inspection is done once a year. She met with their tech the first time they came out. I wasn’t there, and I never spoke to anyone from Bonsky until after I realized they had misdiagnosed the furnace. Also, they stated that I became in raged at their senior technician when he inspected the heat exchanger. this is completely false, and I have the video (which is to big to upload) of our encounter where he inspected the heat exchanger and couldn’t find any defects and he told me that they would make it right. Unlike Bonsky, I have evidence to support my claim. . I have also  included several pictures, documenting the reassembly and re-installation of the furnace they claim I destroyed as well as a copy of the invoice from ***** heating and cooling with the inspection report that shows there was no CO leaking from the furnace whatsoever and it is now  in good working condition. As I stated before these people are crooks and this just confirms it, they’ve done nothing from the very beginning, except trying to cover up for the fraud that they committed. It’s criminal.
  
  Regards,
  
  
  
  Eric ********

  Business Response

  Date: 07/20/2023

  We have detailed documentation regarding this situation to include combustion analysis reports, photos, technician notes, and expert analysis. We also have recordings of  phone calls with Mr. ********* cursing at and threatening our staff to include a young female receptionist.  In nearly 100 years of business and tens of thousands of service calls completed, Mr.********* is our first DNS (Do Not Service) account for Bonsky due to the way he treated our staff when we wouldn’t perform unreasonable requests for free or donate new equipment. It seems as though Mr ********* is as satisfied with us never doing work for him again, and we are with never performing work for him again….so it seems as though the resolution is clear.