ComplaintsforBurgeson's Heating & Air Conditioning, Inc.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/4/22, ********** installed a brand-new Lennox heating and air conditioning unit. No one has worked on the unit except for **********. On 7/19/23, ********** came out to fix the ** unit which was not working during only very hot times of day. The repairmen told me that the capacitor in the unit was a 45/10mfd and was the wrong size. They replaced it with a 60/10mfd capacitor.How could the capacitor have been the wrong size, as the entire brand-new Lennox ** unit was installed by ********** and never serviced by any other company? How could a wrong-size capacitor have run the unit for all these years? If in fact there was a wrong size capacitor in the ** unit, then ********** needs to take responsibility for installing an ** unit with the wrong part in it.

  

  Business response

  11/13/2023

  The statement made that ********** installed a new system in 7/2022 is false, ********** installed the new system 7/2014 therefore the system is 9 yrs old. During this 9 yrs we have serviced the unit in 2015 and again in 2019, if the incorrect run capacitor was in place it would had not run correctly from the beginning. The customer has had others working on this system and someone else has installed this capacitor that we found to be the incorrect size. We installed the correct run capacitor and added a start assist kit and the system is running fine. There is no validity to this claim whatsoever.

   

  Thank You, 

  ****

• Initial Complaint

  10/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to the BBB because I haven’t gotten satisfaction from my air conditioning unit that I had installed at my home. To date I haven’t had really any acceptable duration of time with this system not having issues. I purchased a top of the line Lennox System 9/20/2021 and started having operational issues as early as 12/23/2021. After 6 trips to my house 2 new thermostat start hubs, 1 new thermostat, a new outdoor unit, ALL new communication wiring now at this moment my downstairs unit is completely in operational and both the upstairs and downstairs units continue to have connection issues. I had a duration of time last winter with no heating and a duration of time this summer with cooling issues and now a unit is totally down. I’ve had visits with no documentation, I have proof of their visit though. I don’t blame Burgesons because they didn’t manufacturer the equipment but they DID sell it to me and DID install it. They have been relatively pleasant to deal with but I work, I tied a lot of money up in this to have it not work correctly and have had to have numerous service visits to have one unit not operating at all and the other with intermittent errors. I probably could have saved more than half and got a cheap single stage system and it would have just worked. I spent I think nearly $37,000 and I had no heat for a duration of time last winter and this summer due to the downstairs system not working right the upstairs unit was trying to cool the whole house so my electric bill was outrageous. Now the downstairs unit is completely off. I spoke with a rep from Lennox recently and they said you all haven’t had them involved. When you all come out, I don’t get any sleep before work and the house is either out of temp or very uncomfortable. This is just really disappointing. This has been problematic for over a year. At this point I would like this system removed and a single stage system put in. I can’t deal with this much longer. I hope you understand.

  

  Business response

  10/13/2022

  In response to Mr. ****** we have been in contact with ****** concerning his systems at his home and we have documents to prove this from day one of  the equipment problems. We are meeting with Mr. ****** on 10/14/2022 with ****** present. These problems will get resolved. 

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  During our last HVAC service we we billed an amount that was not quoted. We have maintained a service contract with ********** HVAC for 16 years. During covid one year was skipped. Before the latest service I contacted ********** to verify the contract was still in place; specifically that the filter kit was included in the upcoming service. I also called their office during the service and was again was told the parts were included. The technician said he would have to call in himself. He did not and the full price of the materials was charged without notice. The materials amounted to $300.00 which should have been included in the contract. It took two days to get a call back from ********** . They apologized for the wrong information but said the charge would not be refunded. They happily discontinued our upcoming contract. Thank you, ******* *******

  

  Business response

  08/16/2022

  Our ******** Preferred contracts spell it out very clearly that filters are not included, The high efficiency filter that was replaced and charged them for is an additional cost. Some of our customers purchase the filter on line and provide it to us and we change it for them. The price quoted and charged is correct.

  Customer response

  08/17/2022

   I am rejecting this response because:
  Our contract included one filter change per year.

  I also confirmed with two representatives from Burgeson’s that the filter was indeed included; did they lie to us two times? Do they know the product?

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

  

  Business response

  08/17/2022

  We spoke to ***** and will refund him for the filter cost of $ 304.00

  Customer response

  08/18/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a visit from a tech, who service my heater, I was charged 129.00 for the visit. I gave the tech a 129.00 dollar check. The check was never cashed. Companies do not have customer service visits and the tech leave and not get paid. Now the company claims they never got paid. I called them and asked to speak to a supervisor. Rep asked if they could help, I told them I would call my bank and stop payment on the check and write them another one minus the 23.00 stop payment charge. The customer service rep told me they would check with a supervisor. Now they are sending me another bill.

  

  Business response

  07/25/2022

  I spoke to the customer this morning and agreed to the discounted amount due to the check being lost by the technician.

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