Bilco Air Conditioning and Heating

Revdex.com Complaint# [redacted] ResponseConversation: Customer purchased complete system for $6,not $10,Customer requested service 1-3-Our tech found the problem & needed to replace a partWe did not have the part in stock at the time, told customer we would order it from the distributor Distributor said it would take roughly days but could not confirm that delivery due to weather conditionsI told the customer he might try to call the biggest company in our area to see if they may have the part in stock so he could get it quickerHe said he wanted the part number, he would go to Houston and pick it upI told him I did not have the part number in front of meThe tech had all of the part informationOnce the technician called me, I would call the customer with all of the part informationCustomer asked me to call the tech nowI told that I would not call the tech while he was diagnosing a call that he was onThe tech will call after the service call, and then I would obtain the part information and call customer backThe customer questioned me again why I could not get the part number and he said he was very disappointedI had done all I could do or any company could do at this timeI told him I was disappointed, too and I discontinued the callPaperwork: We generally leave the paperwork on the side of the unit at the time of installWe do have our original paperworkI do not know what happened to his original paperwork because it was three years ago1-3-18: Customer called the office and said he wanted all paperwork, that he never received any1-4-18: Customer emails (see attached) and says he will be by the following day (1-5) at 10:00am to pick up requested documentation.We had the paperwork ready that day (1-4) for his pickup the following dayCustomer has not come to pick up paperwork (days later).Being “unprofessional & useless”: This company does work weekends- we do not offer hr serviceThis company was registered in 1972, and in this county for yearsIn the last years, we have ran approximately 5,service calls and installsThis company has never had any complaints from any manufacturer, any distributor, and no claims to insuranceCustomer’s Warranty: Installation was 9-16-Manufacture’s standard warranty is years on parts and we provide year warranty on laborCustomer’s labor warranty was out as of 9-16-16- parts warranty is through the manufacturerAny licensed company can warranty parts for this systemCustomer told Revdex.com the unit was still under warrantyThe labor warranty ended 9-16-16, and any company can honor the parts warranty being it is through the manufacturer

Revdex.com Complaint# [redacted] ResponseConversation: Customer purchased complete system for $6,100 not $10,000. Customer requested service 1-3-18. Our tech found the problem & needed to replace a part. We did not have the part in stock at the time, told customer we would order it from the distributor....

Distributor said it would take roughly 2 days but could not confirm that delivery due to weather conditions. I told the customer he might try to call the biggest company in our area to see if they may have the part in stock so he could get it quicker. He said he wanted the part number, he would go to Houston and pick it up. I told him I did not have the part number in front of me. The tech had all of the part information. Once the technician called me, I would call the customer with all of the part information. Customer asked me to call the tech now. I told that I would not call the tech while he was diagnosing a call that he was on. The tech will call after the service call, and then I would obtain the part information and call customer back. The customer questioned me again why I could not get the part number and he said he was very disappointed. I had done all I could do or any company could do at this time. I told him I was disappointed, too and I discontinued the call. Paperwork: We generally leave the paperwork on the side of the unit at the time of install. We do have our original paperwork. I do not know what happened to his original paperwork because it was three years ago. 1-3-18: Customer called the office and said he wanted all paperwork, that he never received any. 1-4-18: Customer emails (see attached) and says he will be by the following day (1-5) at 10:00am to pick up requested documentation.We had the paperwork ready that day (1-4) for his pickup the following day. Customer has not come to pick up paperwork (26 days later).Being “unprofessional & useless”: This company does work weekends- we do not offer 24 hr service. This company was registered in 1972, and in this county for 27 years. In the last 5 years, we have ran approximately 5,000 service calls and installs. This company has never had any complaints from any manufacturer, any distributor, and no claims to insurance. Customer’s Warranty: Installation was 9-16-2015. Manufacture’s standard warranty is 10 years on parts and we provide 1 year warranty on labor. Customer’s labor warranty was out as of 9-16-16- parts warranty is through the manufacturer. Any licensed company can warranty parts for this system. Customer told Revdex.com the unit was still under warranty. The labor warranty ended 9-16-16, and any company can honor the parts warranty being it is through the manufacturer.