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:10/15/2024

  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.

  On 7. 27,.23 my partner called Beloman w a leaking ** issue and we didn't know how bad the problem was. She met w their technician who suggest $400 worth of refrigerant. Knowing it leaks she requested to do $100. He advised that at least 4lbs was needed to figure out the situation. She then had him look at a drip that was happening indoors. He told her to replace the 20x20 filter. After 2 trips to the store and figuring out she needed to measure it herself a 20x18 was needed. That 20x20 has been incorrectly fitted and bought and used!!, which was probably contributing to the dripping. When she finally spoke w a manager the ** unit was already blowing air. When she raised her concerns and what we had paid he explained that some of these technicians are huffing or getting high on the refrigerant but he would send out a second *********** For a 90$ fee, this young man figured out where the leak was; a job that should have taken place first and was suppose to get back w us about the repair. We have paid Beloman $560 and we are still in the same predicament. On 6.25.24 when summer heat reminded us she reached out to them about feeling they took our money and had done nothing. We received a quote for total parts and labor almost $5k and that INCLUDES subtracting the $400 for the refrigerant. That's when I emailed them and received a reply that they are looking into it and they'll get back w us that was Aug 1, 2024.

  

  Business Response

  Date: 10/21/2024

  It is our goal to always achieve 100% customer satisfaction.  Here are the records we have on this particular client.  On 7/26/23 our technician diagnosed a system with low refrigerant.  The unit needed approximately $400.00 worth of refrigerant added.  A female named *** at the location said to just put $100.00 worth of refrigerant in.  The technician explained that would not suffice and she needed the full amount of refrigerant for the system to work properly.  He added the refrigerant, explained there could be a leak and it would be nice to have history on how fast it would leak out again to help with the leak search if needed and he charged $466.00 which is the refrigerant and our standard service trip charge.  On 10/12/23 our technician returned to find the unit low on refrigerant again.  He performed a leak search and found a leak and a new evaporator coil was needed to repair the issue. After sourcing the parts, our service manager **** gave our technician a price of $4,933.00 to replace the leaking coil.  An offer to refund the original appointment for $466.00 would be taken off of the price of the repair. The cost of the repair was labor intensive as this was a multi-story building downtown requiring the technicians to climb several roof levels using several ladders.  In Spring 2024 our service manager talked to the customer ******* for the first time and the repair estimate was declined.                                                               
  
  We believe we absolutely made the correct and necessary recommendations.  The client refused the necessary repair of replacing the leaking coil.  We would be more than willing to still discount the replacement coil by $466.00 if the client agrees. If you have any questions or concerns please feel free to call or email us anytime.  Thank you.

  Customer Answer

  Date: 10/23/2024

  Complaint: 22427075
  
  I have reviewed the business' response and am rejecting it because:
  
  Initially, I contacted Beloman to report that our unit was leaking. At that time, I expressed uncertainty about the severity of the issue and whether a replacement was necessary. A ********** was dispatched to assess the situation. During this visit, I was charged $400 for 4lbs of refrigerant. I was mislead to believe that 4lbs was necessary for the process of finding/repairing/ fixing the leak. Since the temperature outside was dropping, we only became aware of the unit blowing room tempeture air when we saw on our following credit card statement that we were billed again.
  Noticing both that and the recurring issue I reached out again, I was informed that a second ********** would need to evaluate the situation. This second visit resulted in additional charges of only $90 for identifying not only the leak but also an electric coil issue. This is what should have been addressed during the initial visit. I want to emphasize my dissatisfaction with how this situation has been handled. The initial service did not resolve the problem, leading to further expenses without a lasting solution. It is concerning that after spending $466, I had to incur additional costs due to unresolved issues from the first visit. Let's be clear, Beloman was called here to fix the leak or tell us how much it would cost to fix the unit. Not by convincing us that the only way to find the leak is by charging us $400 for 4lbs and see how quickly it drains out. 
  Given these circumstances, I believe it is reasonable to request reimbursement for the initial charge of $400 spent on refrigerant that did not address or resolve the underlying problem. The lack of effective service and communication regarding my account units condition has led me to feel dissatisfied with Belomans services.
  
  In light of these points, I respectfully request that Beloman consider reimbursing me due to inadequate resolution of my HVAC issues.
  

  

  Business Response

  Date: 10/25/2024

  We are discouraged to hear that the client has rejected our response and will do our best to describe from our end while we do not feel a refund is necessary due to the following:
  
  The original call came in as a no coolingand point of contact was *** who was going to meet with our service technician for the appointment.  During the service appointment, there was no mention of a leak by the point of contact and our BELOMAN technician found the unit low on refrigerant.  The space was not occupied.  We were told ******* recently acquired the building and there was no history of the equipment available for us.  Not knowing if the unit leaked 4lbs in a month or 4lbs over several years makes a difference on how our tools are able to locate a leak or even find several leaks.  We added refrigerant in hopes it would last years and if not then we can return to find a leak now knowing the history and duration of time the unit lost the refrigerant.  Also,knowing what time of year it leaked out is also helpful.  A unit while in-use leaks refrigerant at a different rate than a unit out of use.  On previous occasions finding a leak in the past only to find other leaks exist is always disheartening and expensive. *** and our technician made the correct decision to allow the unit to operate and see how long the refrigerant that was added will last.  The original technician was confident in explaining this to the point of contact in facilitating and approving the transaction that day.  We will still honor the refund of $466.00 towards replacement of the coil.  Once we know where the problem is we are willing to provide our customers with the cost of their repairs as a credit towards the final repair. To clear a few things up, we believe this is coming down to the experience of the technical side of things.  Without history on the buildings equipment and the leak process we are not able to fix a leak at initial arrival.  We prefer to know how big of leak we are looking for and history helps as some of the leaks could be within hidden walls.  History about the speed that the refrigerant leaked and time of year that the unit was leaking is helpful to know where to look for the leak or leaks.  With some history we can gain more confidence in locating the leaks.  This is the standard procedure in our company and why we credit back the initial service towards the final repair.  We apologize for your unsatisfaction, but we believe we have performed our service to our companys standards.
  

• Initial Complaint

  Date:10/17/2022

  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.

  The morning of october 7th 2022, I had an appointment to have my air conditioning checked for leaks/pressure tested/filled. The technician (I didn't get his name as he did not introduce himself) after getting to the inside part of the unit, (the evaporator coil) informed me that he would likely need to get someone else on the call as his vacuum pump was "on the fritz" as he put it.
  
  He then asked me if I had a nut driver, I did and wanting to help get things going I went and got it. He then told me to remove a few screws. I'm no stranger to doing some home repairs myself, I went ahead and pulled them out.
  
  He then looked behind the plate removed with the screws and stated that because the threads on the bolt that attaches to the part of the unit coming through that removed plate were misthreaded that the whole unit would have to be replaced. But also that he didn't really know, that I'd have to call the manufacturer and find out for myself.
  
  On top of not having the equipment required to perform the service I explicitly requested in working order, not having his own tools on him, having no problem just telling me to do the work for him, he was overtly obtuse, abrasive and rude throughout the entire time he was here, it could not have been more clear that he did not want to be here and did not care whatsoever.
  
  I emailed Beloman about the issue and got an email response later that day that read:
  
  "Got it.
  
  Thank you."
  
  I asked if there was someone else I should be speaking to and got no response whatsoever.
  
  So they charged me 60 dollars to not even have the tools to do the job, ask me to do it for them, produce no results, have no answers, and be rude all at once.

  

  Business Response

  Date: 10/21/2022

  On Tuesday, October 18, 2022 we were notified that a client of ours issued a complaint to the BBB regarding a customer service issue.

  On Wednesday, October 19, 2022 I contacted *** ****** to personally address his concerns.  He discussed his dissatisfaction with the level of service our technician performed in his home.  It is always our goal to achieve 100% customer satisfaction with every interaction we have with a client.  Obviously in *** ******** eye we failed on this particular service call and that is not what we strive to achieve.

  In response to our conversation with *** ****** we are going to do the following:

  1.) Immediately refund him back the $60.00 service call fee by either returning his check (that has not been processed) or issue him a company check for $60.00
  2.) I asked *** ****** to please if he could snap a picture of the model and serial number of the coil that he purchased elsewhere to see if we could help him get a new coil or part under a manufacturers warranty even though his coil was not purchased through our company.  There is no promise or guarantee that we will be able to get this done, but we sure will try to help him if we can.

  
  Sincerely,

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

  Customer Service Manager