Brooks Energy

To Whom it may concern,
Regarding the complaint filed by *** *** of *** *** *** in ***, on Thursday evening, June 11th I tried to contact the customer and when I was unable to reach her I went to her home to speak with her. The next day, Friday, June 12th in the
morning, we completed the AC work and credited her, for her troubles, the pound of freon that we put into her systemThe old boiler block was removed from her premises on the same dayI had a nice conversation with *** and apologized for any oversight on our partShe has been a long time customer and we would never have neglected her intentionallyWe still maintain a good working relationship, as she ordered oil first thing on Monday morning and confirmed with our office that all work had been completedPlease confirm this with Ms***.Thank You*** ***, *** *** ***

Review: Complaint 1) Owner, [redacted], replaced a boiler block his company installed for me (about 15 years ago) about a year ago. The repair work was completed and paid for and he has never removed the old block from my basement. His first excuse waa that he was very busy and would get to it. His next excuse was that his lift was broken. I recommended he rent a lift for the rental place around the block from me and he said he would and would have his neighbor help him and never did.Complaint 2)Today, 05/22/15, I had service work done on my central air conditioning unit installed by his company also about 15 years ago. His company called me and offered me a A/C special for $129.99 which also I have taken advantage of in the past. Today, his technician, [redacted], came over to do the work. [redacted] never went up into my attic to check the unit and only worked outside on a part of the unit. In the past, owner of Brooks Energy, [redacted], did my work and he always spent about 35-40 minutes in my attic working on my unit up there. I called Brooks Enery while the technician was working outside on my unit and spoke to [redacted]. I told [redacted] that the technician did not go into my attic and asked if the service plan changed. He said the service plan did not change and that the Technician should have gone into my attic and take the cover off the unit and check it. I told [redacted] that this technician was a large man and I didn't know if he could fit his body through the opening in my ceiling. [redacted] said It had to be accessable. I explained to [redacted] that this was the same entry his company has been going through for the past 15 years. [redacted] said if anything goes wrong he would take care of me. However, my faith in [redacted] as diminished since he has made me wait so long to get rid of the boiler and gave me excuse after excuse and has just ignored me. I wondered if it is because I am disabled with no husband to yell at him. I asked [redacted] to give me back half of my money for the special since only half the job.Desired Settlement: Complaint 1) Remove old boiler from my basement or pay me $1,000. for half the cost of the job.Complaint 2) Have [redacted] or a technician return to my house and finish the rest of the job in my attic or pay me for half of the incomplete job of $65.00.

Business

Response:

To Whom it may concern,Regarding the complaint filed by [redacted] of [redacted] in [redacted], on Thursday evening, June 11th I tried to contact the customer and when I was unable to reach her I went to her home to speak with her. The next day, Friday, June 12th in the morning, we completed the AC work and credited her, for her troubles, the 1 pound of freon that we put into her system. The old boiler block was removed from her premises on the same day. I had a nice conversation with [redacted] and apologized for any oversight on our part. She has been a long time customer and we would never have neglected her intentionally. We still maintain a good working relationship, as she ordered oil first thing on Monday morning and confirmed with our office that all work had been completed. Please confirm this with Ms. [redacted].Thank You.[redacted]

Consumer

Response:

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

[redacted] apologized to me over and over again. I am very happy that he resolved both complaints on the date mentioned. I am very happy with the results and will continue to be a Brook's customer.

Sincerely,