ComplaintsforBodine-Scott Air Conditioning & Plumbing Co.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new home in December 2021. Since the purchase I have had issues with the ** cooling in 2 of the bedrooms. *********************** was the original ac company and did the install. Since the purchase they have been to my house a couple times. On the last visit the placed blockers in some vents to slow airflow to certain rooms. Now there is a humming sound. The rooms that have cooling issues still have the issues. I want the issues fixed properly. I am consistantly having to chase these people down. They are always in meetings and only the answering service is who you get.

  

  Business response

  11/27/2023

  This is a New Construction home that was built to specifications provided by the builder. We perform a load calculation per law to size the **** system and ducting. This particular house we had "air balanced" and data-logged at no expense to the customer. Even though we had hit our required *** targets, there were two rooms that were a few degrees different temperature at times versus the thermostat. This is a basic **** system with no zoning. Since then we had increased the duct sizes to two bedrooms, putting the *** above the calculated requirements. There are many factors to a room's cooling and heating load, some which are out of our control. We have not heard back since the change in duct sizing.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called on Sunday 8/6/23 because my ac wasnt working. No tech was available to come on that day so I scheduled an appointment for Tuesday morning.They came 8/8 and tech put dye in the system charge was $266.They came 8/10 tech couldnt find leak no charge.They came 8/12, 1 hr 15 mins late, tech didnt know what he came to my house for, didnt bring uv light to check for leak, used my ladder without asking, then was looking around in bedroom with the light on his phone, then he left but I have 3 screws missing from my ********* scratched my ************ put back fuse outside. No charge.*** tried to contact the manager to file a complaint and resolve issue however manager has not returned my phone call.

  

  Business response

  09/05/2023

  During the initial visit, ************** with the ** light was asked leave due to an unexpected situation at the homeowner's end.
  
  In the subsequent appointment, the technician did not have a ** light available, an oversight on our part. To address this, we have taken steps to ensure that ** lights are now a standard part of our toolkit for all service calls. Reguardless he still was willing to inspect visually to see if he could find the issue.
  
  The technician was diligently investigating the refrigerant lines, including the area behind wall-mounted pictures. This was an important step to ensure a thorough assessment as we need to comfirm if the nails used may have punctured the lines. However, a confrontation arose that halted the inspection process. We regret any inconvenience this may have caused.
  
  Please rest assured that we fully support our warranty commitment, and as a result, you have not been charged for 2.5 hours put into leak searching
  
  I am willing to refund the ****** for the Dye test a check back to the customer.

  Customer response

  09/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I am unable to resolve my issue with this company because the company wont respond to attempts to contact them. I dont know what to do since the company will not respond to me or the BBB or any other attempts made to resolve my situation.
  
  Regards,
  
  *******************

  Customer response

  09/05/2023

  Complaint: 20472549
  
  I am rejecting this response because:

  I still have not received any communication from ***********************. I am interested in receiving a refund for services not completed by *********************** however no one from this company has returned my call after multiple attempts to contact them to complete services paid for. I texted them the day the technician came unprepared and was sent a reply text that the information was going to be sent to management and no one has contacted me. I have called multiple times to find out what happens from here because I was without working air conditioning at the time of contacting this company and for 10 days after that. I am interested in receiving a refund for services not completed by this company however I have not received a return call or any communication from them since they sent the technician who was not prepared to complete services paid for. I will need to know how the refund process of this company is handled if receiving a refund is how they plan to handle this situation.
  
  Regards,
  
  *******************

  

  Business response

  09/06/2023

  You will recieve a check in the mail, you can call us at any time. ************

  Customer response

  09/06/2023

  Complaint: 20472549
  
  I am rejecting this response because: I have not received a return phone call from this company. I would like to receive a refund however replying to a complaint filed with the BBB is not a refund. When/if I actually receive a refund or any communication from this company I will accept what they have put in reply to my complaint filled with BBB.
  
  Regards,
  
  *******************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used this company for several years with great results. On 07/23/2023, I called about a problem with our A/C not working. I purchased a maintenance Agreement that says that I will receive Priority Service.In 18 hours, I made 3 phone calls and 1 text message without a response from this company, I know it is a busy time of year and can accept having to wait for a service call to my house. I do not think an 18 hour response time (only after my 4th call) with a phone call is appropriate.

  

  Business response

  08/29/2023

  I would like to personally address the scheduling issues you encountered recently with our services. We deeply apologize for any inconvenience this may have caused and appreciate your patience as we work to rectify the situation.
  We understand the frustration that arose from the miscommunication and discrepancy in scheduling due to the implementation of our new 24-hour answering service. This transition was intended to enhance our availability to our valued customers like you. However, it is evident that there were unforeseen challenges during the initial phase of this implementation, resulting in the difficulties you experienced.
  We take full responsibility for this lapse in communication and scheduling accuracy. Rest assured, we are actively addressing these issues to ensure that such incidents are not repeated in the future. Our team is diligently working to streamline our processes and improve the accuracy of scheduling information.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May of this year, I signed a "Smart 1 Agreement" with *********************** (BS) for $268. According to the agreement, they promise "24-Hour Service" with "No Overtime, Anytime." They also promise "priority response always." When I got home from the store last night around 9:45 pm, the air conditioner was not cooling properly. When I called BS, I got a message saying they were closed. I also received a text message saying, "Hi, we aren't open right now, but we will get back to you as soon as we can." When I called at 8 am, I was advised that no one would be available to check the unit until Saturday (2 days!). When I asked for a refund of my $, I was told that would have to go through the billing department. When I asked to speak to a manager, I was told that none were available.

  

  Business response

  08/29/2023

  We deeply apologize for the inconvenience you faced regarding the recent service issue covered under your Smart 1 Agreement. Your feedback is valuable to us, and we take your concerns very seriously.
  We acknowledge that the delay in responding to your air conditioning issue was not in line with the high standards we uphold. Your experience is being thoroughly reviewed, and we are committed to making improvements to our communication and availability processes, particularly during non-business hours.
  Regarding your request for a refund, we understand your disappointment and would like to offer a full refund of the amount paid for your Smart 1 Agreement, which amounts to $268. Our billing department has been informed, and they will promptly initiate the refund process.
  Please accept our sincere apologies for the inconvenience you have faced. We value your business and appreciate your understanding as we work to rectify this situation. If you have any further questions or concerns, please feel free to contact us directly.

  Customer response

  08/30/2023

  Complaint: 20189762
  
  I am rejecting this response because: They do not have "high standards." They did not come out on the night I had the problem with the air conditioner like they were supposed to under the Smart 1 Agreement. When I called the next morning, I was told that no one would be available to service my unit for two days. When I asked to speak to a manager, I was told no one was available. Though I left my phone number, I'm still waiting to hear from a manager. The idiots did not even bother responding to your repeated requests! It is obvious that they are now submitting their ******** response because they do not want to suffer the consequences of their indifference. As for a refund, when I called the following morning, the lady said she would have to speak with someone in the billing department. That was months ago!  I don't believe a word those lying a******* say!
  
  Regards,
  
  *************************

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 9. 2021 we had *********************** install a two stage ac/heating unit in our home. First the unit was suggested by the company to be the best for what we were trying to achieve with our ac. After removing our old unit and installing the new unit it was discovered that the wiring the house had would not be compatible with the unit. The unit would only be able to be used as a single stage instead of two stage. They then rigged the unit with a wire saver to help the problem but now my heating element doesnt work with the wiring. Second while installing the unit the guys cut the wire to my internet. Instead of owning the mistake and trouble shooting their problem they had me do it. While trying to troubleshoot around their mess I ended up falling through the ceiling causing damage to the house. When finalizing the **** everything was settled out on taking the repairs off the ****. Now under warranty the company is refusing to service the ac claiming we owe more money.

  

  Business response

  01/25/2022

  This homeowner signed a proposal to install a Two-Stage unit in his home. During the installation of the unit, the internet went out. The customer decided to climb into the attic and fell through his ceiling. We did not request him to go into the attic. We offered to call the **** The *** repair was free and the wire was broken internally at the modem. not sliced in the attic. His existing thermostat and wires would allow proper operation of the unit, but was missing a conductor for "Fan Only", a mode that is not recommended to be used in this environment (**************, **). We provided a special solution from a reputable manufacturer, Honeywell, in order to have the "Fan Only" functionality. The Heat Kit installed DOES NOT need two heating control wires in order to function properly. This is stated in the Service Manual, which I also provided to the customer and will upload here. All this has been explained in great detail to the customer. This customer is LYING by saying "they had me do it" in regards to the internet problem. We offered to call *** and have the problem repaired and paid for. 

   

  The customer then shorted us $700 of the signed contract amount, which has yet to be paid. We accept NO responsibility for the customer deciding to go into the attic and falling through his ceiling.

  Customer response

  01/25/2022

  Complaint: 16660740
  
  I am rejecting this response because: 1.) It does not state all the facts. In regards to the internet going out: the technicians threw the boards they were using to frame up the supports for the drip pan on the wires in the attic thus ripping it out of the wall. Picture of boards still thrown on the wires was included with the initial complaint. When approaching the installers about the issue I was told they didnt do anything so they werent gonna trouble shoot it. While trying to even get to wires and trouble shoot the problem since they insisted the were of no fault and also insisted they wouldnt troubleshoot. I started having to clean up the mess they were throwing in my insulation across the attic. Pictures of all the trash I had to pick up since they didnt. I ended up falling through the Celing. All though ***** refuses to acknowledge that he agreed for me to send them a copy of the repair **** and take it off the top of the final **** he now claims I owe him money. 2.) The unit was installed at their recommendation for the humidity issues I was having. They failed to realize the wire was a 4 wire not a five wire which is required to run a two stage. Instead of installing the proper wire after having three sets of technicians in my house the used a wire saver to rig my system to work. All the way around ***** and his team have been completely in professional and disrespectful. When trying to resolve with them on Friday ***** repeatedly yelled at me and the only way I could get him to stop was to raise my voice back. To which he told me f*** you and hung up on me. I have repeatedly asked to speak with the owner and have yet to receive a call from him. The company left my house a mess in more then one way as well as just being out right disrespectful. When speaking to the office ladies the are nice until I tell them my address then they just say oh I will call you back but never do. The company refuses to take any initiative to fix the problem or make it better. The only way to get on the phone with them is to consistently call in every hour. 
  
  Regards,
  
  ***************************

• Initial Complaint

  06/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We notified Bodine-Scott of the water damages to the bedroom walls and flooring of our daughter's bedroom, due to the incorrect placement of the secondary drain line which they installed incorrectly between the drywall and the brick instead of placing it correctly outside of the home at the time of building. Mr. Christopher A. Muhndahl responded to us in email that they would re-locate the secondary drain line to correct placement, but will not pay for the damages by stating, "We believe the drain was covered up by another trade, possibly the brick layer or whoever installed the siding or soffit," when I submitted quotes for repairs to him from a contractor. My question to him is, why was there not a final inspection by Bodine-Scott to insure their work was done correctly and all drainlines in correct placement before/after it was inspected by the city and before/afte brick layers completed their work. We ask that this company cover all damages that resulted from their negligence.

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