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:10/29/2022

  Type:Order 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.

  In conjunction with payment for the installation of a compressor on my air-conditioning unit, the part itself was covered under warranty, I paid approximately $1300. The technician and I then discussed the maintenance warranty service provided by Brooks and I agreed to such service. I was told that they would come out in the fall another times of the year to service the unit. I have two heating and air-conditioning units. So the price for both units for maintenance was $55.90 (428.95 + $2695). I'm not sure whether it was monthly or not. Although I called the office and left several messages requesting paperwork on the plan, none was forthcoming. The first payment was made on around August 5 when the replacement compressor was installed. . I then discovered that they had charged my credit card in mid-September for a second maintenance payment of $55.90. I did not authorize the charges and that payment was declined. InStead, I  sent a check on 9/28/22 to Brooks for $55.90. The check was cashed. On 10/4/22, I sent a second check for $55.90. That check was also cashed. But, on 10/15/22, Brooks charged my credit card used to pay for the compressor another $55.90. So in just 21/2 weeks, Brooks took payment of three supposed monthly payments of $55.90. They were only authorized, as evidenced by my signature, to use my credit card that one time in August 2022. That is why I sent them checks so that my credit card would not be charged against my wishes. And, Brooks never called to set up any type of seasonal maintenance service. It was only offered after I told their accountant that I wanted to cancel the maintenance plan. When I spoke to their accountant on October 28, 2022, and told her that I had been sending in checks for $55.90 and they had also charged my credit card $55.90, she then alleged that the payments charged and made. Were really not for the maintenance service but rather so that I could receive a discount on the compressor installation back in

  

  Business Response

  Date: 11/03/2022

  Good morning,

  We addressed the complaint with the client earlier this week.  We agreed she was not given the full information she should have been and we made some mistakes on our part.  We have refunded her for the cost of the maintenance plan and made sure she felt the issue was resolved.  Her main complaint was the blocked email, which was because she had replied to an email account we no longer use.  Our ultimate goal is 100% satisfaction for our clients and in this case we missed the mark.  We do believe we have reached a good resolution and the client is satisfied with the resolution.  

  Kenny B

  Customer Answer

  Date: 12/19/2022

  From: ******* ******** <*******@*****.com>
  Date: Mon, Dec 19, 2022 at 8:23 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  The matter has been resolved.  The business refunded the monies requested.  ******* ******** ###-###-####
  
  ******* ********