Complaints

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• Initial Complaint

  Date:10/11/2023

  Type:Billing 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 10/06/2023 a technician was dispatched to **** FM ****, **************, ***** ***** for repair of an AC unit. I'm the owner of the house and it's a rental. During the course of the repair the technician improperly wired the blower motor to the unit and when he repowered it my unit began to smoke, wires were burning. Immediately following this incident the technician told my tenants that his nerves were shot and asked them if he could drink a beer. My tenants were already drinking since they were at home. They incorrectly gave him that beer. The wife then texted me and told me what had happened and that the technician was now drinking beer with her husband. She also stated that the techs supervisor was on his way there to correct the techs errors. When the supervisor arrived he called me and told me that his tech had not drank any beer on this job. I questioned the tech and he denied drinking beer. I then questioned the husband/tenant and he informed me that he had given the tech a beer but did not see him drink it. I then questioned the technician again about the beer and this time he admitted receiving the beer but claimed to have poured it out on the ground. I now have video from a Ring Doorbell camera proving the Tech was drinking. The following morning I received a very hostile phone call from ****, the owner I believe, and he was defending his tech, he told me his tech did open the beer thinking it was water and took a sip, then poured it out. **** also refused to provide an itemized receipt to me so I could check charges. Later, after I stated I would file a complaint thru TDLR about the receipt they e-mailed me an attachment claiming it was an invoice, however, it failed to open for me. **** has also told me to never call his company again. I now have no idea what I paid for and no idea what damage was caused to my unit. **** is a very angry and hostile man, but after now reading other reviews on the BBB site I see that's normal.

  

  Business Response

  Date: 10/11/2023

  The motor was not wired improperly, it was shorted from the factory and when installed it did smoke. We installed a new upgraded motor in its place at no addition charge to customer. We at no time did refuse ********************** a invoice of our services. My Technician is 4 and a 1/2 years sober, so if ********************** has a video i would like to see a copy of this video. We did resend ********************** a invoice later that evening with the model # of the motor in the summary. ********************** was asked not to call back back because of his use of threatening tones and disrupting language on the phone calls. ********************** has been put on no service by our company. If ********************** would share the video's of my tech drinking I would be happy to enforce some disciplinary measures against my tech. When My supervisor arrived on site he ensured *********************************** system was okay and working properly when the both left. We Spent 6 hours out there getting his system working.  

  

  Business Response

  Date: 10/12/2023

  The motor was not wired improperly, it was shorted from the factory and when installed it did smoke. We installed a new upgraded motor in its place at no addition charge to customer. We at no time did refuse ********************** a invoice of our services. My Technician is 4 and a 1/2 years sober, so if ********************** has a video i would like to see a copy of this video. We did resend ********************** a invoice later that evening with the model # of the motor in the summary. ********************** was asked not to call back back because of his use of threatening tones and disrupting language on the phone calls. ********************** has been put on no service by our company. If ********************** would share the video's of my tech drinking I would be happy to enforce some disciplinary measures against my tech. When My supervisor arrived on site he ensured *********************************** system was okay and working properly when the both left. We Spent 6 hours out there getting his system working.  

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20723892
  
  I am rejecting this response because: the tech initially told *****, my tenant that he improperly wired the motor which caused the burning wires and smoke. The Video shows the tech changing his story to having dropped the motor from his truck. Now the owner claims it was a factory defect. Based on what the tech claims in the video he dropped the motor and then installed it and it smoked. Doesn't matter if he improperly wired it or not, he damaged it then installed a damaged motor which caused the burning. Either way, improperly wired or dropped then installed he is liable. The video also shows his tech, my male tenant, and the techs supervisor talking about drinking beer on my porch after changing their story several times, up to and including the owner **** admitting that his tech opened a beer and took a sip. I think the truth is in the video. When **** called me the following morning he was very abrupt and it was obvious that his mind was made up already and did not care what I had to say. I was the customer telling the truth and **** completely treated me with disrespect. From his reviews he has a habit of this. I did get angry in the end, I have no problem admitting that, unlike ****. I do not care what action *************** or may not take against his employees, that's entirely in his court. What I do care about is his tech causing my AC unit to smoke. I want it checked by another company at their expense, I think I'm *********** that. I also want an itemized invoice, as I requested and was initially denied. Later **** came back on the phone and stated that they would send an itemized invoice...they have not. I'm still waiting. I also want an appropriate adjustment to my bill reflecting his employees drinking beer and having a guy sit down party on my porch. **** says his employees were there for 6 hours? How many of those hours were they drinking beer on my porch? 

  I attempted to upload the video but it says that it's either too large of a file or not a format that this site accepts. I'm willing to send it to Marks E-mail if he will provide me the address. I will do the same to the BBB if provided an address.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/13/2023

  please see video ********************* sent there is nothing showing that ************** was drinking. 

  Customer Answer

  Date: 10/13/2023

  Just wanted to make sure that C. Woods sent you the correct video. His tech says "so what if we're drinking beer, it's not like we're drinking a case". His words 

  Customer Answer

  Date: 10/13/2023

  Just wanted to make sure that C. Woods sent you the correct video. His tech says "so what if we're drinking beer, it's not like we're drinking a case". His words 

  Customer Answer

  Date: 10/14/2023

  **** from C. Woods Company has been in contact with me and has offered a full refund. I have agreed to settle this complaint on those terms. Thank you very much for your assistance in this matter. I want the complaint to be ended at this point.

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