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A BBB Accredited Business since
BBB has determined that Blue Flame Heating and Air Conditioning meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Blue Flame Heating and Air Conditioning include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Washington State Department of Licensing
PO Box 9034 , Olympia WA 98507-9015
Phone Number: (360) 664-0116
Fax Number: 360-705-6699
Washington State Department of Labor & Industries
7273 Linderson Way SW , Olympia WA 98501
Phone Number: 800-647-0982
Type of Entity
Business ManagementMrs. Kindy McInnis, Co-Owner Mr. Rick McInnis, Co-Owner
Air Conditioning Contractors & Systems Heating Contractors Heating & Air Conditioning Fireplace Equipment - Retail Fireplaces Water Heaters - Dealers Air Conditioning Systems - Cleaning Heating Equipment & Systems Cleaning & Repair Heating Equipment Water Heaters - Parts & Supplies Air conditioning & Heating Contractors - Residential Air conditioning & Heating Contractors - Commercial Water Heater - Tankless
Method(s) of PaymentVisa, Mastercard, Check, Cash
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: Late summer had A/C repair of condenser motor replacement of A/C unit which is housed in upstairs bedroom closet. Mid-November son found small moist area on carpet and by early December area had increased significantly. We searched for source of moisture and found that after the repair in August repairman had dislodged (?) or not replaced a condensation drainage pipe. Rug was pulled up and wet carpet pad removed. I called Blue Flame and emailed pics to them. Wife promised to have repairman come out and check the damage. Repairman did not show despite multiple calls which went unanswered. Finally a phone call contact made and we were told that the repairman had no reason to be in that closet (really?--that is where the A/C condensor is housed and replaced by repairman) and that he would have to order a part if we wanted him to fix it (fix it?). The wife was difficult to talk to (blabbed on and on incessantly in her one-sided conversation), was so defensive of something she knew nothing about, and became rude. I hung up without any further contact or resolution.
Desired Settlement: We would have been impressed by an interest in good customer service. THe blaming us the customer was not necessary. Poor service all round. Very disappointed.
We received a phone call from this customer, and they said that this was our problem.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
As the receptionist mentions in her response, "we [Blue Flame] changed out a part [condenser] on the outside of the unit and a TXV valve on the inside of the unit". And yes, we all agreed that it was because the "PVC valve...came undone...". This created a slow condensation leak that eventually worked its way from the dripping PVC onto the floor of below the AC unit, and insidiously made its way to the bedroom floor between the floor and the pad/carpet (the furnace/AC unit is housed in an upstairs bedroom closet). It is interesting that she (who was not present) knows what the tech did while at our home. My son, *****, was watching the tech during the repair from his bed and remembers him removing the bottom furnace cover. This closet is unused and only houses the furnace/AC unit (AC on top, furnace on the bottom). This would explain why the condensation leak occurred later and was noticed much later than the repair date.
The receptionist admits that she told my wife, "we would come look at it and see if it is something we did". She agreed to have the owner/tech to come take a look and we scheduled for Thursday, my only day off. She could not give me a definite time but said he would be out there between 9 to 5p. I cancelled a doctor's appt and mulitple errands to be available for the tech. Needless to say, no one showed and no one telephoned. I called and left a voice message with Blue Flame. We did not receive a call back. I had my wife call the business on the next day and voice our disappointment at the lack of customer service. My wife later relayed to me that it was very difficult to carry on a conversation with the lady at Blue Flame as she talked incessantly without pause in a one-sided defensive conversation. The gist of the receptionist's message was that the tech "was stuck in Rockford" doing a job and couldn't make it out and "what do you want him to do anyway?" "If you want him to fix it he will have to order a part". My wife tried to interject into the "conversation" that we were just wanting good customer service and our main complaint at that time was a promise to come take a look and then not showing. When the receptionist again took off in another one-sided defensive volley my wife asked if she was familiar with social media and word-of-mouth advertising and then ended up hanging up on her while she rattled on.
Again, our frustration is in the poor customer service received from this business. We aren't asking for any compensation. We won't, however, be using Blue Flame Heating & A/C in the future or recommending to our family or friends.
Blue Flame Heating does appolagize for this incident, but knows from where this pipe is disconnected on the side of the bottom of furnace, that we did not disconnect this pipe.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.