Complaints

This profile includes complaints for Bruce Heating & Air Conditioning Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Bruce Heating & Air Conditioning Inc. has 2 locations, listed below.

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  Bruce Heating & Air Conditioning Inc.

  5115 W Brinkley Rd Ste C Kennewick, WA 99338-2012

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  Bruce Heating & Air Conditioning Inc.

  80385 N Highway 395 Hermiston, OR 97838-6270

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:03/26/2024

  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.

  Signed up for a yearly service plan for my HVAC and decided to cancel it 5 days later due to misleading diagnosis on a recent work by the vendor technician, see description below. Three years ago I spent almost $6000 on a new 2 Ton Lennox Heat Pump system for my rental property in *********. Two weeks ago my tenant called me and said the unit doesn't cool, so I called Bruce Heating and Air to have them check on the cooling issue since they're the one that installed it. Their technicians showed up to my property and took few minutes before he found a blown fuse, then the misleading diagnosis started in less than 10 minutes. He said that my compressor is shorted to ground and a $1225 replacement is needed. He installed a new fuse, flipped the disconnect switch and unplugged the compressor so no one attempt to start the unit. I was also told that if I plug the compressor and close the disconnect to get the equipment running, the fuse will blow out immediately. This statement was also confirmed by his service manager. I was a bit suspicious to the diagnosis from speaking to the technician by phone about the issue, so I called *************************** recommended to me by an extended family member for a second opinion, so technician came out and diagnosed the issue for free and he said the compressor is fine, it was the fuse that was blown out and that's it, turned it on and the unit still running 7 days later, no fuse was blown immediately like stated by Bruce Mechanical Heating and Air tech/Service manager.Based on this misleading information by Bruce Mechanical Heating and Air technician, I decided to cancel my yearly service agreement that I signed 5 days ago and hasn't utilized yet. I provided a written request via email to Bruce Mechanical Heating and Air to cancel this plan and demanded a full refund, but Bruce Mechanical Heating and Air haven't acknowledged my email, only a phone call from their service manager inquiring about my request, but no refund yet.

  Business Response

  Date: 04/17/2024

  *****, Thank you for sharing your experience. Your frustrations are heard. I met with our ******************* including the Technician on your call, and he agreed that leaving it unplugged and changing the fuse was a short-term solution to what could be a long-term problem... ie your unit having a compressor with potentially faulty wiring causing intermittent issues. After reading the email exchanges between you, our ****************** and ******, I understand that you were contacted in a timely manner and have been refunded for all charges that occurred on 3/18/23. I believe this to be a unique experience that involved multiple parties and conversations while we worked towards a solution. For clarity, our Service Technicians are not commission-based nor incentivized to find problems requiring repairs. We appreciate the opportunity to serve you and wish you all the best in the future.

  Customer Answer

  Date: 04/24/2024

  The response and information provided by Bruce Heating rep is untrue as there was no issue with the compressor and they were proven entirely wrong when I hired a reliable contractor to inspect what was done by Bruce Heating technician and they determined that Bruce Heating technician findings and performance were dishonest findings and for profit reasons only rather than a true inspection. I no longer wish to have any contact with this company.