ComplaintsforBomar Heating & Cooling, Inc.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business accidentally included my son in an email only intended for the staff at the company. The email was send 2/13/24. Repeatedly saying they would have to get money up front on this one or full payment before we start etc

  

  Business response

  02/19/2024

   

  It is correct, this internal message was intended only for our staff. Our GM went to this home and assessed duct work replacement for damage from a fire. He initially said that all of the ductwork should be replaced but the homeowner insisted only replacing certain ductwork runs. The city whose home this is in would have to do an inspection after our work was complete and our GM felt it would not pass without all the ductwork replaced. In hindsight he should have declined to quote the project unless the homeowner agreed to replace all the ductwork. Addressing the comment "on this one", it is not uncommon for us to request money up front on jobs, in fact, all of our new furnace, new air conditioner projects, we require at least 50% down up front in order to acquire equipment. Larger commercial jobs require a deposit up front and a payment schedule to complete the project. So, this was not out of the ordinary. 

   

   

  Customer response

  02/19/2024

   
  Complaint: 21290358
  
  I am rejecting this response because: The home is our family home not owned by the city! Our son purchased the home after my mother/ his grandmother passed away in the fire. He wanted the initial duct work replaced, & didnt want additional ducts added in the attic of the home. They were only suggested by the by this company. The home would pass inspection just fine, he is working closely with the city inspector. With that being said, this wasnt the issue with the email! The issue was the reasoning behind the repetitive language regarding payment! Making sure payment on THIS ONE be made upfront! The wording made it racial & that was very clear from the email! Our son is 24, he bought his first home at 18. He has a couple of other properties with a business partner. He is a general contractor, and is completely capable of paying. So he had every right in signing the agreement, since it was $2000 lower than the usual company he uses! A company that actually starts working 2/19. So your companys message was VERY CLEAR, so lets not try to gaslight everyone! Please have the day that you deserve!
  
  Sincerely,
  
  *********************

  

  Business response

  02/20/2024

   

  We reject your insinuation that the email had a racial slur to it. I personally have no idea your ethnicity, whether you are African American, Asian, White,, whatever, race was never brought up. We have minority customers that have been with us for decades and we extend certain amounts of credit to them to help. In turn they pay us back $10 to $20 a week until their bill is satisfied. Since we have to pull a permit with the city, they are the deciding factor what ductwork has to be replaced, whether you own the property or not and we didn't want to get into a situation where we put in a lot of time and money and then get into an argument who's responsible when it doesn't pass inspection. 

  Customer response

  02/20/2024

   
  Complaint: 21290358
  
  I am rejecting this response because: It is just plain ridiculous! This response is the equivalent of Im not racist I have black friends, or theyre one of the good ones. **** was very clear, since my husband & I came to the property to get the quote. To be clear ALL of the ductwork was being replace, not select sections. So there wouldve been no concern with passing inspection. A simple SINCERE  apology from the ** would have gone a long way in this situation. There is nothing that was said in the two responses, that has changed the tone of the email. Here are some quotes from said email:  Customer sent below signed approved proposal, but hasn't paid anything. On this one we need to get full payment, I can coordinate with ***** on what needs to be replaced, but key is we get paid up front. Please contact this customer and confirm payment I can discuss with ***** more once he has an appt. to go back assuming they pay up front.
  Concerned with payment on this before proceeding. We went with a better company anyway! Try to do better! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service tech was Rude. Screamed that they could not fix problem because of blown insulation and limited access. I need to have all insulation removed and different access before he would ever comeback, And needed 98 dollars for coming out.

  

  Business response

  07/03/2023

  *****************,

  We are sorry to hear of your misconception of our Tech explaining what was wrong with the access to your **** unit. As he explained to me the original installation of the unit did not have adequate support and a wet switch was not installed as well causing your ceiling collapse prior to us being there. Then apparently after the fact an insulation  contractor blew in foam insulation encasing the **** unit with hardly any room for movement of our Tech. We are not insulation remediators nor janitors and it is not uncommon for us to ask our customers to provide ample access and cleanup of the area prior to us repairing the situation. The proper fix would be to ******* the **** unit with proper equipment to handle the weight and then install a wet switch in the drain pan to alert you that water is apparent and shut the unit off. While the wet switch should have been installed at initial installation it is possible the added weight of the installation caused it to tilt. We feel our diagnostic fee of $98 is justified for our Tech's time and suggested correction of the problem.

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

  Customer response

  07/06/2023

   
  Complaint: 20264068
  
  I am rejecting this response because:The tech was EXTREAMLY rude yelling. Told me i did not have a heat pump outside which was wrong. he spent less than 5 minutes all the time yelling. Using my equipment. I.e. (ladder).  If this is how you deal with senior citizens you should not have a business.  I can guarantee that Bomar will NEVER sent foot in my home again!!! So if anyone asks me DO NOT USE THIS BUSINESS.  Word of mouth is a strong tool.
  
  Sincerely,
  
  ***********************

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