Bill's Heating Air Appliance Repair, LLC

Dear Ms. [redacted], I apologize that you are not completely satisfied with the service that you have been provided by Bill’s Heating & Air. It is our goal to leave customers with a positive experience with every encounter. Regarding the service performed on your unit, our Service Technician...

explained to you that there was a faulty valve that had caused a leak that needed replacing. He also explained that the unit was going to need additional refrigerant, hence the reason that you gave the technician a partially used can of refrigerant. At that time, the Service Technician weighed the can and told you he did not think that there would be enough to fill the unit to the correct amount. You gave our technician verbal authorization to perform the repairs. When you called to discuss this situation with our Office Manager, you told him that you gave our technician a partially used can of refrigerant, but that you did not know it was going to require any additional refrigerant. Although there is no way to tell exactly how much a unit will need prior to being filled, it is unfortunate that our Service Technician was not more detailed when outlining the work that was going to be performed and the need for additional refrigerant. I have since expressed to all our technicians the importance of being extremely clear when describing their work as to avoid situations like this in the future. Again, I apologize for any inconvenience or confusion in this situation. If I can be of any further assistance, please don’t hesitate to contact us. -Bill’s Heating & Air.

Dear Mr. & Mrs. [redacted],   My name is Brandon C[redacted]. I am the office manager at Bill’s Heating & Air. I apologize for the experience and treatment you received by our employees. The situation you described is unacceptable and is in no way reflective of the core values we hold at Bill’s....

I expect ALL our employees to act in a professional manner, but especially when we have been entrusted to enter a customer’s home. I have spoken to the immediate supervisor for the employees that were at your residence. I informed him of the situation and he assured me he would reiterate to all those involved that unprofessionalism will not be tolerated at Bill’s. Again, I apologize for you being treated in such a manner as you were and I thank you for bringing the matter to my attention for corrective action.   Respectfully,   Brandon C[redacted] Office Manager 208-777-5528

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

This message is in response to a complaint filed by [redacted] about Bill's Heating and Air Conditioning.
Our original bid for [redacted] was completed on March 22, 2016 and included a furnace, air conditioner, steam humidifier, and an Air Scrubber air purifier. The install took place on July 6, 2016,...

where the installers removed the hot water heater and realized that the tankless water heater they had planned on installing was not on the work order. They spoke to the customer about the benefits of the tankless water heater, and offered the time to add it to the work order or to replace the existing hot water heater. The customer agreed to have the new tankless water heater installed, reasoning that the existing hot water heater was old anyway. The final work order, which [redacted] signed, listed a furnace, Air Scrubber, steam humidifier, tankless water heater, and an air conditioner. The invoice states: "By signing this invoice, you agree to the work and total due. All equipment and material is the property of Bill's Heating and Air Conditioning until the balance is paid in full."
Upon having several phone conversations with [redacted], who was unhappy about her equipment, we sent our best Service Techs (and the owners to oversee the situation) to diagnose the issues. No issues were found. [redacted] called the manufacturer, Rinnai, who opened an investigation with our company. Upon Rinnai speaking with our Service Techs and owners, Rinnai concluded that there were no issues with the tankless hot water heater. We had multiple service calls from [redacted] as time progressed, citing that the thermostat wouldn't stay set, the furnace ran constantly, and that the water heater wouldn't stay warm when the faucets were left dripping (all on separate occasions). There were never any issues found with the system upon running diagnostics. Her boyfriend threatened our Service Techs during the visits, to the point that our Service Techs would consistently return and ask to not be assigned to her jobs in the future. She also harassed our company and employees via social media.
Upon resolving her issues, we had the equipment signed off on by the city inspector and decided to no longer do business with [redacted], which created more tension. [redacted] has since been working with a different HVAC company. We feel we have done everything in our power to resolve the dissatisfaction. All equipment, billing, and inspections have been signed and agreed upon. Please, feel free to contact us with any additional concerns.