Bismarck Heating & Air Conditioning, Inc

The customer KNOWS full well that the $90 invoice from last year was for a CHECK of his system which came back as running perfectly. ($90 per hour is our LABOR rate) NO FREON was ever added nor billed. There is NOT an invoice in existence for FREON added to the system  And has NEVER requested a NON-EXISTENT invoice.I spoke with his wife this morning and explained that LENNOX CORP has an additive for their compressor for a problem COPELAND has recently discovered causing freeze ups. We do NOT make LENNOX nor make COPELAND. We simply service and install their equipment. I told Becky that we would submit a request to LENNOX for a refund of past 2 invoices but could promise nothing as we do NOT own either company.  Miles has posted negative reviews on numerous sites and when he REMOVES all removes we will be happy to help him further. But NOT until this is done. We have done nothing wrong as a company and will not condone BLACKMAIL by negative posts in an attempt to force a resolution to a manufacture's problem. (That is what warranties are for)Remove the reviews or take your business elsewhere please. Your warranty exists for these matters and you do NOT have a LABOR warranty for the past calls. NONE of which included additional FREON. also, his invoice from the other day was for $112.50 which comes to a total of $202.50 NOT the $250 he is claiming in his response. I'm losing my sense of humor quickly.

Customer called for service call on a TWENTY SEVEN (27) year old furnace, Tech arrived at home to find customer NOT present... Customers 98 yr old mother and 25 yr old daughter were. Tech performed inspection on unit due to excessive amount of SOOT showing. Soot is a leading indicator of a cracked...

heat exchanger. A crack was discovered in the unit as shown in image2. This crack was shown to BOTH present and pics were taken. As is recommended by the American Gas Assoc., the gas was shut off to unit. Were advised to replace unit. Within 38 minutes of leaving her driveway, she called and was very belligerent to the dispatcher, she claimed since the tech left, there had been TWO more companies present at the job site that had BOTH performed inspections and no crack was found. This was a LIE, since it takes nearly an HOUR to perform an inspection of a furnace and the crack was readily visible. We asked which TWO companies had been there and that we would be happy to meet their techs at her door and show them the crack. Of course since there had been NO other techs on site [redacted] REFUSED to give the company names. We require payment at the TIME OF SERVICE (completion) due to customers such as [redacted], customers that call you for service and then find any way possible to contest the bill after service! At 45 years of business, we had found it necessary to implement this policy since customers like [redacted] are becoming an everyday occurrence for the service related industry as a whole. The tech had every right to be upset with [redacted] and her accusations, he has been servicing for many years and performed at or above an industry standard. We are a licensed, insured and HEAVILY trained company! We are a Lennox FACTORY PREMIER dealer, as can be verified by Lennox.com The invoice was signed by [redacted]'s daughter stating that she and her grand daughter had been shown and had seen the crack and acknowledged this fact.

I am rejecting this response because:  Bismarck Heating and Air requested proof that they serviced our AC unit in 2016.  Proof was recently provided and the owner admitted that they came out in 2016 and that everything was in good working condition.  It was not.  After the second visit in 2017 Bismarck Heating and Air removed 1.8 lbs of freon and said that would solve the problem.  It did not solve the problem.  Multiple conversations were had with the owner and Bismarck Heating and Air refused to do anything to fix the problem.  It was only after a complaint was filed with the Revdex.com and multiple on-line reviews left that the owner then mentioned that it is a recall issue from the manufacturer and that it had nothing to do with his company.  This recall had been out for several years and was well known when I asked a different AC company for help.  Instead of offering to fix the issue or stand behind a product that he sells, he threatened (see in previous responses) to only come out and fix the issue after I remove the complaints.  I no longer trust Bismarck Heating and Air to come anywhere near my home or diagnose my AC unit and have contacted a different AC company to fix the problem.  I will not be removing the reviews as they accurately represent the unprofessional behavior and attitude of Bismarck Heating and Air.  Thank You Revdex.com for providing this service and more importantly providing an outlet for customers to go.

I am rejecting this response because:
A great deal of the information response is just plain false. When I was called back by Mike he was awful. Yelling and calling me "the customer" a liar. After I got home yesterday evening the tech Chris then continued to text message me and was very insulting. Even after responding and telling him to let this process play out and not to contact me again. Comments such as, needing a bag of bricks to fall on my head, that I am putting my families life in danger, as well as a few other insulting names. I will provide these text if needed.Since this has all taken place, not only the first business that came to my home, who has been in business over 60 years, did they tell me that yes my furnace is older, but there are no cracks, but also alluded to the fact that this seems to be common practice of Bismarck Heating and Air. As far as "people like me" we pay our bills. I have no problem with paying our bills. It is when a company is blatantly trying to rip off a consumer by using scare and false tactics to sell unneeded goods to a consumer, that is what I took issue with. However, how could they take back that statement or to use their words, the outright lie, about needing a new furnace, they can't. That would be an admission of dishonest business practice.The pictures on the techs phone could have been from anywhere, they were not from my home.I knew their response would be insulting as defamation seems to be a common practice, and unfortunately when something like this happens to someone you find lots of other people who have very similar negative experiences.At this point, as this is now a matter of public record, we will just have to chalk up the $200.00  to a very expensive lesson in consumer rip off. We will just alert as many people as we can to what happened to us.

Bismarck Heating & Air did in fact replace a flame sensor at this home. The furnace was running in normal operation once part was replaced and cycled until desired temp was reached. Customer paid the bill and we left the location. The next day another call came in from this location requesting...

service, another tech was sent out and a board was found to be giving a bad code. The board was replaced and furnace was cycled through to normal operation. (Not all problems show themselves when a tech is on location, that is why we allow the furnace to run a cycle, so that we are sure normal operation is taking place.) Four (4) days later, we received a call stating the furnace was once again not running properly. As is standard policy, the customer was instructed that there would be a time and a half charge for weekend service. (The ON CALL tech has no way of pulling files to verify the customers information and does not have the ability to do service at NO CHARGE. Those decisions are made on Monday morning by the office manager or owner once information can be pulled up.) The customer decided to have another company come in to check out the issue.A different company came to the location and we are being told they found a bad board. This is a possibility, but of course, my tech was not present. The other company allegedly changed out the board and charged the customer their service fee. (Which I am sure was a standard time and a half.) NINE (9) days later the customer calls back and requests her money be returned for the earlier services preformed. (On the furnace that was working properly each time we left the location) At this point it was pointed out that the part had a ONE (1) manufactures warranty and that the other company certainly SHOULD have warrantied the part out... But did not.The customer felt that it was Bismarck Heating's job to warranty the part. It was explained to her that ALL companies sell & carry that part and that whoever replaced it MUST warranty it since we were not on location to diagnose the issue. If the part came out of the OTHER company's truck... The part MUST be warrantied by THEM. (Not to mention, we of course didn't even have the part... the other company did.) If we had in fact gone to the location, found the part to be a defective part and then replaced it, we of course would have forced the part supplier to cover this service call. But this customer chose to go a different route and I was not given the opportunity for any of that to happen.To make a long story short...We are not and cannot be held responsible for what another company says or does.The NEW part was changed out by them, it certainly SHOULD have been warrantied by them. Our supplier, under a manufactures warranty, is not going to take back a part that someone else condemned. (This isn't even hitting on the fact that the replaced part is not in our possession.)The part has a ONE (1) year manufactures warranty. I suggest the customer has the other company finish their job and warranty the part they replaced. The warranty is NOT through us.It is standard practice on a weekend call that the techs have no access to records of past calls. During normal business hours this all could have been straightened out. As far as the customer claiming that her calls were not answered... I left the customer a voicemail message on 3/13/2017 and another on 3/14/2017.