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:06/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had this company fix my broken space pack AC unit in late summer 2022, the unit was barely used that summer and was used fully in summer of 2023. In May this year I tried to turn it on and it wasnt working, so I called them to check on the unit that ONLY they had worked on. The came and claimed that the outside panel was broken ( it seemed to just be missing screws , 7 of them but they also claimed that it was mostly vandalism, apparently the vandals were looking for copper: per their story) they proceeded to tell me that the piece that needed replacement was not cover by the warranty. And gave me a quote to fix it for over $4000. I was livid and called and asked for return calls from the person that I dealt with due the original process in 2022: ****, but he never returned my calls, only replied to an email several weeks later. I wanted to figure out and understand why it wasnt covered by the warranty, the answer was simply: its not!! So I called a local company, they looked at it and told us the they would call the manufacturer of BOSCH products to request a warranty coverage, and they did!! But because I was a new customer and they were fixing someone elses problem I incurred a charge of just under $1000. The new company who ended up fixing it told me it didnt look like vandalism, and that the vandals looking for copper didnt make sense since copper is only used on the exterior pipes, and those were intact. I also found out that this company it not a BOSCH official provider. So they just pointed fingers somewhere else ( vandals) instead of taking accountability for their actions and fix it under the warranty. They are dishonest and tried to get me for a service that was obviously covered under the warranty. So it was unprofessional, uncomfortable in my house with the hot days we had in late May in ******* ( something that couldve been fixed within 2 weeks took actually about 6 weeks, I had to send my kids to their dads for comfort)

  

  Business Response

  Date: 07/29/2024

  ***,

  We apologize for the way we handled your entire situation, from technician to office. The delay in responding was due to making the time to sit down with all involved to determine fault, and how we will conduct business going forward. We are implementing changes with quality control immediately. When a business owner is run thin, errors happen. For the record we are an official provider of Bosch, however, we did not meet our purchasing threshold for being listed on the dealer locator. We fully accept responsibility and will pay $972.

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

  Customer Answer

  Date: 07/29/2024

   
  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.
  Its sad I had to get a third party involved to get you to reply to my emails and calls, at the end, thank you for finding a solution. 
  I would like to know when would I get the reimbursement check. 
  Sincerely,
  
  ***************