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:06/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am writing to notify you of issues that I have experienced with the installation of a new heat pump system that was installed by Bright Star Service ****************** (subcontracted by Brooklyn *******************) almost a year ago. In May and June of 2022, I worked with Brooklyn Builders and Bright Star to replace my air conditioning system with a new ducted heat pump system. The new system was intended to replace our use of our old air conditioning system as well as our radiator heating system, with the goal of providing superior energy efficiency to our aging systems. Since installation, we have experienced many issues with the systems. Throughout the summer of 2022 the upstairs system seemed to cool inconsistently (not cooling enough or cooling too much) and provide excessive air flow. On July 17, 2022, I notified the proprietors of Bright Star and Brooklyn Builders that our electrical bill had doubled year over year. In September of 2022 I notified the proprietor that both the upstairs system and downstairs system wasnt working properly. The downstairs system was generating an error code and not cooling. In November of 2022 the downstairs system still wasnt working properly, and was not providing heat. As a result we had to turn back on the radiant heat instead of relying on the brand new system. I have repeatedly contacted both Brooklyn Builders as well as Bright Star in order to get the issue resolved. *****, owner of Bright Star, will occasionally stop by, tell me he will follow up with a proposed solution, and then disappears for weeks or months on end. I have included a couple of examples of my electric bill, which continues to clock in significantly higher (kWh consumption) after installing the new efficient system compared compared to our consumption before the new system was installed.

  Customer Answer

  Date: 07/05/2023

  At this time, I have been contacted directly by Bright Star Service regarding complaint ID ********, however my complaint has NOT been resolved because:

  The HVAC system still isn't working properly.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Customer Answer

  Date: 08/03/2023

  At this time, I have been contacted directly by Bright Star Service regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   The business has come over to conduct further "diagnosis" of the problem and emailed me a summary of the problem but has done absolutely nothing to actually fix the problem. My husband and I have contacted the business 15 times since filing the initial BBB complaint and have been promised plans to resolve the issue but there has been no action taken to resolve the issue.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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