BBB Business Review

Is this your Business?

Consumer Complaints

BBB Accredited Business since 03/19/2010

Roscoe Brown, Inc.

Phone: (615) 228-0421Fax: (615) 228-4776

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
09/21/2015Problems with Product / Service | Read Complaint Details
X

Complaint
New HVAC unit fails to control humidity. Company has dismissed our concerns.
In November I purchased a new HVAC system. Since spring, it has failed to control the humidity. This is causing potential health hazards as well as compromising the integrity of the home. I contacted the company and they sent one tech after another and each time failed to solve the problem. After speaking to the service manager, I anticipated a resolution. Instead, I have never heard back from him. It took an HVAC from a rival company to explain the problem. I live with regret over my decision everyday as the humidity exceeds the standard for a safe and healthy home.

Desired Settlement
I sincerely regret the purchase and should have went with another company.

Business Response
Contact Name and Title: Brian B***
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@roscoebrown.com
We sincerely apologize for Mr. ******'s experience with his new unit. We have been in contact with Mr. ****** and have escalated his issues to the manufacturer of the equipment and are aggressively pursuing a resolution to his issues. We will absolutely stand behind our warranty and address his issues.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Roscoe Brown sent their field supervisor out on two occasions. neither time did I receive any invoice to confirm the visit. The gentleman was extremely friendly and assured me every effort is being made to resolve the issue. So far, no contact regarding manufacturer visit. I find this unacceptable that an HVAC company cannot determine on their own whether the unit is defective. We paid for a product that does not function properly. It appears Roscoe Brown is transferring the blame for a defective product on the doorstep of the manufacturer.

Final Business Response
As a Factory Authorized Dealer, Roscoe Brown works very closely with the manufacturer in diagnosing issues with the operating efficiency of equipment. We are by no means transferring blame for a defective product and will stand behind the first year warranty even if the manufacturer chooses not to.

In order to remedy the operating efficiency issues, Roscoe Brown has offered to replace Mr. ******'s unit with higher efficiency two-sage equipment at no additional cost. We are currently waiting on Mr. ******'s acceptance of this resolution.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the proposed resolution. I believe this offer is being presented in good faith and hope it resolves the issue. I would like the specifications on this two stage unit.

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.