Boulden Brothers Electric

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint All repairs were declined becausr no explanation was given as to how under theirinspection and maintenance was any of the admitted list of problems sited, detected, or servicedEven as noted, upon inspection only parts were suggested for replacement, none which were the motor, the coil, or a need for coolant, but when moving forward with the inintial repairs, NOW its this, that, & the other...none of which was noted, mentioned or caught by your technician in the initial inspection just 3-weeks priorAt that point the purchase of a new system was beginning suggested due to cost of repairsHowever as the home owner I needed questions answered before moving forward with any continued business with Boulden because it had become apparent that Boulden and its technicians had been giving no and/ or subpar service, had not honored the total care agreement with any integrity or professionalismI was not going to invest any more time and money with this company unless they could answer those question, to which I received no responseIn addition, I reiterate that upon gathering other options and quotes from other industry professionals I learned that my initial install, also performed by Boulden, was subpar as well and the system has documented recalls and problems specifically with the coil that I was not notified of prior to or even when I asked about concern or problems with the system, again very unethical practices and behavior, that consumers should be protected againstPerhaps a case for the Attorney General's OfficePlease advise Regards,

The client had a new hvac system installed 7/8/and inspected by New Castle County which came with a manufactures warranty of parts warranty and year labor The client had the air conditioning maintenance completed on 7/21/15, where we found that the capacitor and the contactor were
operating outside of the manufactures specs and we recommended that they be replaced The client called us back to have the ac unit inspected and complete the work that was previously recommended Upon arrival on 7/31/our tech found the cause of the call was unrelated to the previous recommended repairs and the blower motor needed to be replaced The client decided to have the blower motor replaced now and wait to have the contactor and capacitor replaced until a later date On 9/10/the client called back to schedule an appointment as they were having issues with the ac unit cooling On 9/11/our technician found the unit was low on refrigerant and recommended performing a leak search to determine the cause The client declined at that time The client was unhappy with the unit breaking down and the cost associated with the repairs, we offered to do a leak search at no charge for the client We completed the leak search and found the evaporative coil and recommended that it be replaced and the system not operated until it is replaced to prevent other damage The client declined the repairs at that time Although the system is years old, it has reached the age the repairs begin to start being needed, the warranty is valid and helps offset the costs of repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  All repairs were declined becausr no explanation  was given as to how under theirinspection and maintenance was any of the admitted list of problems sited, detected, or serviced. Even as noted, upon inspection only 2 parts were suggested for replacement, none which were the motor, the coil, or a need for coolant, but when moving forward with the inintial repairs, NOW its this, that, & the other...none of which was noted, mentioned or caught by your technician in the initial inspection just 3-4 weeks prior. At that point the purchase of a new system was beginning suggested due to cost of repairs. However as the home owner I needed questions answered before moving forward with any continued business with Boulden because it had become apparent that Boulden and its technicians had been giving no and/ or subpar service, had not honored the total care agreement with any integrity or professionalism. I was not going to invest any more time and money with this company unless they could answer those question, to which I received no response. In addition, I reiterate that upon gathering other options and quotes from other industry professionals I learned that my initial install, also performed by Boulden, was subpar as well and the system has documented recalls and problems specifically with the coil that I was not notified of prior to or even when I asked about concern or problems with the system, again very unethical practices and behavior, that consumers should be protected against. Perhaps a case for the Attorney General's Office. Please advise
 
Regards,

Review: I had Boulden install and maintain a "complete" heating and air conditioning system in my home approximately 8 years ago. During the 8 years, other than air filter replacements, no maintenance or repairs were sighted or suggested during the yearly maintenance inspections. On my last visit/inspection some costly repairs were sighted, to the point that it was suggested that I not invest that kind of money in a system that was 8 years old, but rather might consider the installation of a new system!! I was told by several Boulden representatives from the sale, to the installation, to the maintenance, and inspections that the life of my unit would be 10-15 years. ESPECIALLY if I took the extra and precautionary steps of purchasing and maintaining their systems with their Total Care Program So my questions, concerns and complaints are as follows: 1.) Why were these huge problems not noted, caught, and ultimately prevented since I was a member and purchaser of their Total Care Program and Boulden was the only company that touched or maintained these systems? 2.) Why isn't their product, especially under the maintenance supervision of Boulden, not even standing up to the MINIMUM life expectancy, after such a huge investment? 3.) Were there any concerns, recalls, etc. that would explain the sub-par product life and/or maintenance service that I should be made aware of? I was given no answers, explanation, or satisfaction from anyone from the Boulden company, other than the suggestion and estimate of a new system. I have since ended my Total Care membership with Boulden, as well as, received additional professional opinions and information. I have learned that indeed there were some documented problems with my system (specifically the coil, that I am aware). In addition, different industry professionals sited sub-par installation that most likely caused a domino effect of problems for the system over the years....the anthill was allowed to turn into a mountain to the conclusion of early replacement. This kind of customer service and or business practices are unacceptable and unprofessional to say the least. They tread more than not in the area of unethical & unlawful.Desired Settlement: I would like repair & warranty of repairs to my heating and air conditioning systems to bring them back to satisfactory and working order to reach at least the average life expectancy of the units (10-12 yrs) and/or, complete refund of all monies invested in Boulden's Total Care Package Membership since the purchase & installation of above mentioned systems ( I am aware that other systems were inspected & covered under that plan, and although I question the entire credibility of the program, I understand that a TOTAL refund may be subsidized based on the systems in question.

Business

Response:

The client had a new hvac system installed 7/8/08 and inspected by New Castle County which came with a manufactures warranty of 10 parts warranty and 1 year labor. The client had the air conditioning maintenance completed on 7/21/15, where we found that the capacitor and the contactor were operating outside of the manufactures specs and we recommended that they be replaced. The client called us back to have the ac unit inspected and complete the work that was previously recommended. Upon arrival on 7/31/15 our tech found the cause of the call was unrelated to the previous recommended repairs and the blower motor needed to be replaced. The client decided to have the blower motor replaced now and wait to have the contactor and capacitor replaced until a later date. On 9/10/15 the client called back to schedule an appointment as they were having issues with the ac unit cooling. On 9/11/15 our technician found the unit was low on refrigerant and recommended performing a leak search to determine the cause. The client declined at that time. The client was unhappy with the unit breaking down and the cost associated with the repairs, we offered to do a leak search at no charge for the client. We completed the leak search and found the evaporative coil and recommended that it be replaced and the system not operated until it is replaced to prevent other damage. The client declined the repairs at that time. Although the system is 8 years old, it has reached the age the repairs begin to start being needed, the warranty is valid and helps offset the costs of repair.

Consumer

Response: