Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an emergency situation in AZ it is over 100 degrees even at night. I ordered a Bosch High Efficiency AC and air handler on 7/5/24. I went through a 3rd party website to verify my identity. That was a Friday, I called on Monday to inquire about the order. The woman on the phone was very rude. She was in disbelief that I had ordered the equipment I did claiming I needed to "prove who I was" before she could just ship equipment out. I explained to her that I had the confirmation page from their website, and a statement verifying the address on the card matched the address on the order form. The shipping address is different. Not a big deal, but apparently they are refusing to ship my order, talk to me, or refund my money!!! This woman made it more of her having some kind of authority over me, then her helping me at all. I've sent them everything ( see attached) Seems that I am getting the run around from their office. I have a family in need of AC and my reputation on the line! I want a phone call and an apology and I want them to next day air my equipment. They have my money.

  Business Response

  Date: 07/10/2024

  Hello ****,

  I have left you a voicemail and i look forward to connecting offline to discuss what is going on with your order and offer clarifications. I believe this all boils down to a misunderstanding, I will attempt to explain below.

  1) Your order was cancelled and refunded yesterday 7/9/24 per your request. You should have received a confirmation email from Authorize.net of the refund. If you did not check your spam or call us and we will gladly email you a PDF copy of it.

  2) Budget Heating and Air experiences losses of over $20K per calendar year in credit card fraud. In 2024 we were on track to have double those losses, so sadly we had to implement stringent fraud checking procedures in order to continue to offer low prices (instead of inflating our margins to account for fraud) and honestly to stay in business. As such we partnered with a company called NoFraud ************************** to help minimize our exposure. Certain order activity are deemed risky and higher % chance of fraud than others; when this occurs the order is sent for review by a live human being at nofraud who may request additional documents to verify an order which was done in your case. 

  3) Your order was deemed risky on multiple fronts 1. the ship to address as an Apartment complex 2. the credit card card codes not matching to the billing address on file for your credit card.

  4) In addition to the above you requested an address change after the order was placed by calling into our office. This prompted additional review by NoFraud and is another huge indicator of a potentially fraudulent customer. This behavior is extremely common on fraudulent orders as well.

  5) While we understand your urgent need for the equipment, the aggressive rushing nature when you called also prompted concern of fraud as this is also an indicator of a fraudulent customer. They try to get us to ship the order asap and often get nasty with us to ensure we do so, to make sure we ship it before the fraudulent chargeback comes through to us.

  6) When you were speaking with our Office Manager we finally got approval to ship your order after the address change. However by that point you had already told us to cancel you order, threatened a BBB complaint and mentioned chargeback. So we stopped attempting to help at that point

  I am confident we are dealing with a real customer now that it has been approved to ship through NoFraud and you have taken the time to submit this complaint. I am happy to recharge your card and ship your order as soon as tomorrow 7/11 but need to speak with you first. 

  Please call me at 813-885-7999 ext 103 so we can clear some things up and resolve this matter.

  Thanks,

  Trent

  Budget Heating and Air

  Customer Answer

  Date: 07/10/2024

  
  
  Complaint: 21958057
  
  
  
  I am rejecting this response because they have not shipped my money or returned my money. I demand immediate return of my money, there is a family suffering while these people delay returning $6658.73. Send a receipt showing the money has been retuned. That is all we will accept. 

  Lastly, am I not the only one that just read a response from a company that just accused me of being a criminal? Not only on the phone, but just verified it in writing. I got the same kind of response when I was on the phone. I felt the woman pause and her tone was very accusatory on the phone the minute she heard my voice. I am a black man. The lady on the phone was more rude than the rude response they just sent over. 

  So basically, now that I've had to go to the BBB, now they believe that I am a real customer? They used the word real in their letter. Racism is very subtle and no longer is overt and violent, it's now transformed into a covert and thoughtfully delivered. Did you also notice the response letter showed zero remorse for the family currently suffering or our situation? We told them this is for a family suffering in 114 degree house. Them holding the funds stops the process. We need this return expedited and processed immediately. 

   

  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 07/11/2024

  Hello,

  The full refund was issued on 7/9/24. See attached PDF receipt proof of refund. Your refund was issued by our accounting department as soon as you requested it. While the refund was performed same day it can take upwards of 5 business days to see it on your bank account. We do not control that process as that is handled between the banks communicating. 

  As to your race claims that is categorically false and we will not tolerate being accused of such. Until you listed your race in your response it was not known or assumed. We work off of facts, historical trends of fraud and a 3rd party (NoFraud) when determining fraudulent orders. We do admit they are not always correct however as i mentioned in the previous response we did receive the green light to ship your order from NoFraud (which we fully intended to do) but by that point you were already escalated and demanded a refund which we performed instantaneously. We do empathize with your situation and understand the extreme heat AZ experiences, we do not downplay that at all as its our intention to fill every order as quickly as we possibly following the first in first out order processing strategy. We understand its cooling season and in the South and Southwest the heat and humidity are real and cause legitimate issues. 

  At this point we believe it is best not to perform business together as the trust factor is gone on both sides and your need of urgent AC replacement would be best suited locally. We wish you the best of luck and sincerely hope your cooling situation is resolved quickly locally. 

  Budget Heating and Air

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ********** DGP144290**E back in 09/21 from Budget Heating in ******* I believe they sold me a faulty unit. The ** has NEVER worked because there was a leak in the condenser coil, and I've had to have service every year, (it's down again due to a press.sw error) to keep the heat working. When the service man pulled the coil he found that the screws on the little hatch between the coil and fan compartment were missing, markings indicate that they were once there. My service man, and then I have been working with Budget for 2 years attempting to get a replacement coil, offering to pay for it, to no avail. I was told on 07/08/23 by ***** in their warranty department that it was covered under warranty, I paid $350 to Budget, was told the piece would arrive at the end of July, then the end of Aug, then the end of Sept, etc, etc, and here it is, December, and they won't even return my calls. So, they have taken my money, the money from my service man for the part, which they have not refunded either, and I believe they have never even ordered the part, committing consumer fraud, which if we can't get this reconciled I will pursue. From what I have learned thru research, I am not alone in this problem with Budget. I'm a widowed 75 year old veteran, on a limited income, I really can't afford to keep losing money through this faulty unit which Budget refuses to provide access to parts for. I can't go without heat, thus I have another repair bill coming up this afternoon to get it running again, and I don't want to go thru ANOTHER summer without the A/C working. I have been exceedingly patient, attempted to work with these people, but now have become seriously frustrated attempting to deal with Budget Heating in ******* and would greatly appreciate ANY type of assistance you can provide.Thank You,******************************* ************ *********************

  Business Response

  Date: 12/07/2023

  To whom it may concern,

  Budget Heating and Air is aware of this warranty situation and has been in contact with the customer and the manufacturer ********** concerning this warranty part. Unfortunately the customer claims of the delays is accurate. We are at the mercy of the manufacturer to supply us with warranty parts and this particular part has been backordered since the beginning of 2023. The process was initiated for a warranty part replacement on 07/07/2023 of this year. As soon as the $350 was paid we ordered the part from ********** since out of stock in our warehouse. The $350 paid is not profit it simply covers our shipping expense to ship the coil to the customer in SC. We asked ********** to email and call ****************** as well letting him know the part status. The current ETA is mid to late December for the part arrival. As soon as the part arrives it will be shipped to the customer as promised. We truly apologize for the delay but expect the part in soon.

  Sincerely,

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

  GM Budget Heating