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Complaint Details
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Initial Complaint
06/08/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Our recently purchased home (built in 2019) has an issue with the HVAC system that should be covered under the warranty by Four Seasons. We have repeatedly called them to schedule a service, but have consistently been turned away with them saying "someone will call you soon". We have called 3 days in a row with no call-back. As this is an in-warranty repair by the company, going through other means would incur a charge.
Business response
06/16/2021
Better Business Bureau Attn: **** *******
PO Box 140015
Boise, ID 83714
Re: ID ********
Dear Mr. *******:
We have reviewed the customer's complaint, and our records indicate the following: The customer called twice on 6/08/2021.Our service department returned the customer's calls on 06/08/2021, and they were scheduled for an appointment on 6/11/2021.
The customer called back on 6/10/2021 to cancel the service call scheduled for 6/11/2021 because their system started working. We felt no need to call them back to confirm their cancellation based on the volume of calls we received from other customers .
If the homeowner still needs service, they need to call the office to schedule an appointment.
Thank you for the opportunity to respond to this customer's complaint. Sincerely,
John ****
Operations Manager
***All Attachments Pertaining To Case Redacted By BBB***
Initial Complaint
05/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Installing Whole Home Humidifier Installation was done improperly causing a huge increase in our electrical bills. Installation was not done to code (our house wouldn't pass a building inspection). Date of original installation: October 2019 Cost: $2,090Business response
06/08/2021
First, my apology for the delay in not getting back to you sooner.
We have contacted the customer, along with our electrical contractor. It was determined that the humidifier was not installed improperly; it was wired to the existing furnace circuit to power the humidifier. The humidifier and associated wiring were correct and within code. However, the furnace was re-wired to the basement circuit and was not done to code. Our electrical contractor returned and rectified the electrical problem bringing it back to code.
The homeowner was told by someone else that the increase in their power bill was due to the furnace being wired to the basement circuit. There is no reason to expect an increase in the electrical due to the re-wiring of the furnace. However, adding the humidifier on a 220-volt circuit and operating the equipment on a daily basis would result in a significant amount of power used. This will increase their power bill. Our sales representative did not inform the customer of this possibility, only because they thought it would be understood that if an appliance was added to their electrical panel, they would be using more electricity and subsequently paying more on their bill.
Our salesperson will contact the homeowner to let them know that we will be refunding their purchase, and the check will be mailed out next week.
Thank you for bringing this situation to our attention. Sincerely,John M***
Operations Manager
Customer response
06/15/2021
Complaint: ********
I am rejecting this response because we have not received our refund and when we called to check on the status, they weren't able to provide information to us that it did in fact get sent out.Once we receive the refund, we are happy to close the case.
Sincerely,
***** ******Business response
06/24/2021
June 24, 2021
Better Business Bureau
Attn: **** *******
PO Box 140015
Boise, ID 83714
Re: ID ********
Dear Mr. *******:
The homeowner called our office on Friday, 6/11/21. He was that the check was either mailed on Friday, 6/11/21 or Monday, 6/14/21. She was not sure when the postman picked up our mail.
We did tell him that the BBB letter stated that we would mail out the check the week of 6/14/21. He could not have possibly received the check by Monday if we were mailing the refund check that week.
We want the courtesy of him responding now, as he should have received the check.
Thank you for the opportunity to respond to his latest complaint.
Sincerely,
John M***
Operations ManagerCustomer response
06/25/2021
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.
Sincerely,
***** *********All Attachments Pertaining To Case Redacted By BBB***
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.