ComplaintsforBrown Air Conditioning & Heating
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Complaint Details
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Initial Complaint
07/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid my warranty for a service call in which they sent out Brown Heating and Air. I immediately called to schedule an appointment since our A/c was out and we were in the triple digits. I explained where our unit was and the office personal repeated. The day of my appointment I called them again to make sure they knew where our unit was in which the same lady stated that I told her last Friday. The technician arrived with out the proper tools to asses the job. First stated he would need a 25ft ladder to do the job. Then it changed to a 20 ft ladder. He then walked out and left. I called the office and she said that he needed a ladder and he didn’t bring one. Then it went to he needed a 12 ft ladder down to he now needs an 8ft. None of these he had. I called my warranty company and they informed me that Brown heating and air told them they completed the job in which my warranty company paid them for it. I explained that the job was not completed nor did the technician even look at the unit. He arrived unprepared for a job he was hired to do and left.Business response
08/09/2023
Our technician went to the home at **** **** **** *** on July 10, 2023. Upon arriving, our technician realized that the condenser was on the top of the roof and a 30-foot ladder would be needed not a standard 8-foot ladder. We contacted the homeowner and let her know that according to her contract with her Home Warranty Company it was her responsibility to provide a long enough ladder. The customer suggested that our technician use an 8-foot ladder to place on top of a concrete barrier between the two buildings to gain access to the roof. We explained to the homeowner that this was a safety issue, and we would return when she was able to provide safe access to the unit as it states in her Home Warranty Contract. The customer called the office and said she would not be doing that so our company cancelled the work order with the warranty company so that the customer would not be charged by them and could contact a different company. No money was exchanged between our company and the customer. If the customer was charged by her Home Warranty Company, she would need to contact them for a refund. Again, our company did not collect or receive any money from this customer.
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Contact Information
2727 Beverly Rd
Pasadena, TX 77503-4207
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.