BBB Accredited Business since

Blue Flame Heating and Air Conditioning

Phone: (509) 536-0186 5702 E Alki Ave Ste C, Spokane Vly, WA 99212 http://www.blueflameheatingac.com

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BBB Accreditation

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 13 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

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Blue Flame Heating and Air Conditioning
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: April 24, 1997 Business started: 05/18/1994 in WA Business started locally: 01/03/1994
Licensing, Bonding or Registration

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
https://fortress.wa.gov/dol/dolprod/bpdLicenseQuery/Default.aspx
Phone Number: (360) 664-0116
Fax Number: 360-705-6699

Washington State Department of Labor & Industries
7273 Linderson Way SW , Olympia WA 98501
http://www.lni.wa.gov/
Phone Number: 800-647-0982

Type of Entity

Sole Proprietorship

Business Management
Mrs. Kindy McInnis, Co-Owner Mr. Rick McInnis, Co-Owner
Contact Information
Principal: Mrs. Kindy McInnis, Co-Owner
Business Category

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 Payment
Visa, Mastercard, Check, Cash

Additional Locations

  • 5702 E Alki Ave Ste C

    Spokane Vly, WA 99212 (509) 536-0186

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Complaint Detail(s)

1/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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.

Business Response: We received a phone call from this customer, and they said that this was our problem.
We did a service call for them on the Air conditioner on July 26th of 2012, we changed out a part on the outside of the unit and a TXV valve on the inside of unit.
The inside unit is sitting on top of the furnace, we welded on new TXV valve on there.
The furnace sits below and on the side on the bottom part of the furnace is a pvc valve which came undone, and they think we did it, therefore the water leaked on the floor.
When I spoke with the lady I told her we could come look at it and see if its something we did, ( the valve is on side of bottom of furnace which our tech, was never touching.)
The tech that went out there is the owner, he has been in business since 1994, he knows what he is doing, and says he never needed to be down on the side of furnace, the 1 part he changed out was on top .
They say he rattled it loose.
She was not happy with me and told me she would be calling BBB and make report against us.
We know we are not at fault for this issue, we were there to do a service on AC in July, and get a call on Dec. 9th to show the damage.
If you look at the pics. you can see whoever installed the furnace did not even have this piece right , you can not put PVC with CPVC , I tried to tell that to customer, but she was already furious and did want to listen.

***** *******

Consumer Response:

[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]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9374601, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

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.

Our home is fairly new (less than 10 years old) and we find it coincidental that the leak corresponded with the AC repair. We had not had any problems with leaking prior to the work done by Blue Flame. It also makes sense that it was not noticed until we started using the furnace towards the end of Oct/beginning of November.

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.

Regards,

****** ****** ******* 




Business Response: 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.
Nor did we bump it in anyway.
We told the owner that we could look at it, and fix it if he chooses but we would charge him for it, because the people that put it in did not do it right. You should never put those 2 pipes together because they will not
glue to each other.
His wife did not want to listen to me, just wanted to yell a bunch of stuff saying she would call on all media to get out what happened.
I was simply trying to let her know that it would have had to been really moved around for that to come loose. And we had no need to be touching the furnace( we were there to replace a part on A/C)
their sons room is in same area.
We have always taken responsibility for our work. And have always taken care of something that is our responsibility.