Bruce Heating & Air Conditioning Inc.

Review: I had a service technician come out today because the heater was making sounds so I turned it off. It turned out that the last technician that had serviced our unit had left the plastic on the filter so the heat pump was not working. The technician argued with me that one of their employees would never leave the plastic on. I informed him that I do not change that filter at all, their company does it. He continued to argue with me and I even called the office and they pursued arguing with me that they would never do that. Point is the last person did leave plastic on it therefore the heat pump was not working effectivly. Because of this, my heating bill increased because it was using emergency heat and I had to also use space heaters . They charged me a service call in addition to repairs which I should not have to endureDesired Settlement: I would like them to renew our service contract at no cost to me. Since it was their error

Review: He screwed up the heating part of the furnace while fixing the air conditioning.

Bruce Heating and Air Conditioning was called on 8/16/13 to fix the cooling. They did this along with inslating a new thermostat. When the man from Bruce installed the thermostat he screwed up the heating on the furnace. I didn't know this for maybe a month until the furnace was turned to heat. The fan ran but it wouldn't provide heat. So I called Bruce the next day and asked her to send someone out to fix what they screwed up. As the heat worked before they came here. She told me I was making her mad and was going to hang up as she did. So I gave them 2 days to send someone out but they didn't. So I called [redacted]. from Hermiston. They came and within half a hour he said he found where he screwed up. So he fixed it and left. I asked him when sending bill to state he had to come to fix someone elses screw up. Papers from both companies are included. I want Bruce to pay the bill from [redacted] as Brice wouldn't come back and fix what they had screwed up.Desired Settlement: Bruce need to pay [redacted] heating bill. Bruce wouldn't come back and fix what they screwed up.

Business

Response:

We had previously replied to this complaint. Attached you will find the responce.

Thank you

Review: We purchased heat pump system from Bruce heating system and have had continual defective parts and installation problems since it has been installed. Thursday and Friday May 9 and 10th, Bruce Heating was contacted as our heatpump wasn't cooling our house, our heat pump is under warranty through 2014. 5/11/13 they were able to come out to our house. They indicated our pump was low on coolant and also suggested it needed to be checked for leaks but they didn't have time to do this service. The service man told me I had to pay $282 for 3lbs of coolant and the service time and call, he had no instructions that we had a warranty and that we would have to call on monday to get the reimbursement figured out. My husband has called them multiple times, has been told we didn't have a warranty, didn't have an extended warranty, warranty was expired, handed off from one person to the next, treated disrespectfully, condescendingly and put off to the next person. Today was told by [redacted], the Service manager that they have no record of our check#[redacted]Desired Settlement: We would like to have our check #1126 of $282 refunded to us, as the heat pump continues to have defective parts, which are underwarranty. They also found upon the follow up service call for the "leak", that it was malfunctioning and were going to have to order parts for the heat pump. Our pump is less than 5 years old and continues to have leaks, defective equipment and communication with Bruce heating whom sold us this pump and warranty is disappointing and frustrating. Shelly Pease-Flores

Business

Response:

I will go over the recent services calls we provided to you state what is owed and not owed. -

5-11-13 Invoice# 361175 – The over-time diagnostic is billable. We will waive the 3 lbs. of refrigerant. Will refund you a check for $ 164.25 or we can have a credit your account. Your choice on what you would like to do.-

5-15-13 Invoice# 361406 – This service call will be warranted by Bruce, Inc. From the call on 5-11-13. No bill for this invoice.-

5-20-13 Invoice# 361432 – This service call will be warranted for labor and the TXV. The labor will be warranted with 5 year labor warranty you purchased and the TXV will be warranted by the Goodman with their factory 5 year part warranty. No bill for this invoice. I have attached a couple of papers to this email. One is the original contract. The other is the Goodman Good care guidelines. You purchased a 5 year labor warranty only. The factory gives you a 5 year parts warranty standard. If you register your equipment you will upgrade your parts warranty to 10 years. You failed to register your equipment within Goodman’s Goodcare 60 day guideline. So you only have a 5 year parts warranty which is standard and you purchased a 5 year labor warranty. Thank you for giving Bruce, Inc. the opportunity to serve you and have a great day.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

We want a written acknowledgement of their failure to provide us the original [redacted] warranty and associated paperwork. The manager indicated their salesman failed to complete our warranty and register the sale of the [redacted] heatpump/warranty when we purchased it, that is why we never received any [redacted] warranty paperwork. It is impossible to file paperwork one has never received. Bruce Inc. comment that we failed to register our equipment in a 60 day post purchase time frame for the extended 10 year [redacted] warranty is directly related to their failure to give us the warranty and guidelines. The manager indicated that due to their mistake, that Bruce Inc. would be covering the Warranty themselves but using the [redacted] Guidelines, which would then mean it would be covered under a 10 year warranty not a 5 year warranty. The letter received from Bruce Inc. indicated their time frame for warranty coverage expires April 2014, we do not agree with that time frame. We do agree with them refunding our money for the wrongful diagnosis and dispense of refrigerant for our heatpump.

Regards,

Business

Response:

Mrs. [redacted]

It is company policy that a copy of the equipment paperwork which

explains the standard warranty process and procedures if left onsite or with

the customer at the time of install. This cannot be verified whether or not

this was done as the sales person that sold this job is no longer with this company.

The job file indicates that this information was left at the location of the

job at the time.