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Consumer Complaints

BBB Accredited Business since 06/29/2012

Henson Mechanical, Inc.

Phone: (678) 475-7622Fax: (770) 267-4084

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
05/30/2013Problems with Product / Service
08/22/2013Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Improper or inferior service

Complaint: My family and I were left all weekend without a temporary solution to having no A/C in 90+ degree heat.
A/C went out Friday night, tech came Saturday at 12:27 to fix. Came to the solution we needed a new unit and tried to temporary fix it until Monday came and a new unit could be installed. Unit went out within an hour and a half of tech leaving and after several calls no one showed up until 2:30 the next day,Sunday, to give us a portable unit. He left and even though he checked it was working the portable started leaking water all over the floor. Called to get a new unit temporarily and no return calls.

Business' Initial Response
Contact Name and Title: ******** ***** SVC MGR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***********************
We have discussed the issue with Mrs. *******'s husband, ******* At no point were they left with "no A/C in 90+ degree heat". We went above and beyond to resolve their issues. We sent a technician to diagnose their system when it stopped working as soon as we received the request from a third party. We provided an alternate source of cooling once we realized their system was not working as well as they would have like. It was operational at the time, but we wanted to try to make them as comfortable as possible. We replaced the existing equipment in their home on Monday as we discussed with Mr. ******* on Sunday evening. All of the calls that were received were returned. Mr. ******* spoke to our Service Manager, ********, at length several times over the weekend and then Monday before AND after the equipment was replaced. We have discussed this complaint with him, to which we were told he was going to call the Better Business Bureau and ask that it be withdrawn. This is why we did not initially respond. He advised us that this would resolved by him personally. At this point, we have completed the installation of the new equipment. Mr. ******* is more than happy with our company. From our perspective, this issue has been resolved.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The compliant did not come from Mr. ******* but Mrs. *******. We had a portable ac unit that stopped working the same day it was dropped off. It worked but was missing a plug therefore it leaked water if we wanted to use it....therefore we could not use it. I called at least 6 times Saturday afternoon and into the evening to have someone fix it because we were HOT! It was 85 in our house. It can still be HOT and not be in the 90s inside. My calls were never answered so therefore we still had no air. Sunday came and went and it was clear no one was going to at least provide a portable unit that we could use. This weekend it was 90-92 degrees. I know because when you have no air.....you check the weather. The crew who came Monday were professional and worked for 3 1/2 hours and we were very grateful to them and was also nice to not have technicians who gave us additude like what we experienced over the weekend. All in all it was clear to us that it was the weekend and our problem could wait,at least this is how we felt we were treated.

Business' Final Response
We have spoken to Mr. ******* again, as he was our point of contact from the original system failure to the completion of the installation and the follow up call to ensure the equipment/installation was completed and satisfactory. He has insisted that this issue is a "non issue" and has been personally trying to get it retracted by the BBB. As per his wishes, please consider this resolved. We regret that their system was aged and not able to keep up with the demand from the heat outside and Mrs. ******* was put in an uncomfortable position. We are glad that we were able to get it resolved for them.

Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Industry Comparison| Chart

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