Burns & McBride, Inc.

Thank you for taking the time to assist Mr*** with his concernWe received your letter dated 8/23/2016and it is our desire to ensure the satisfaction of Mr*** and your office with our services..I spoke with Mr*** yesterday to review both his legitimate concerns and
to apologize for the problems he's encountered in establishing his account with usThere were two primary areas of concern:While we had notified his former trash hauler (Republic Services), and sent Mr*** a copy of that notification, that Mr*** had made other arrangements for his futur e trash collection, Republic continued to collect his trash and sent a bill in the amount of $for on-going services To resolve the issue, I agreed to place a credit onto Mr***'s Burns & McBride account in this amount to compensate him for this paymentMr*** has now cancelled his account with Republic and Burns & McBride will handle collections from this point forward Over the past few weeks Burns & McBride missed several trash/recycling pick-upsI've spoken with our collection personnel to make sure that this problem is resolvedI have also placed an additional credit of$onto Mr***'s Burns & McBride account to compensate him for the inconvenience that these missed collections created.Mr*** approved of both of these actions, and his pleased that the issue has been resolved.If you have any additional questions or concerns, or if I may be of service in any way, please don't hesitate to contact me directly at *** ***

RE: TRASH SERVICE - Revdex.com COMPLAINTDear Ms***:This letter is in response to the complaint that was filed with the Revdex.com resulting fromour charge of $for the removal of five extra hoppers of trash from your property on 3/14/2016.As requested we will
remove this charge from your account.Try as we do to communicate effectively with our customers, we obviously fell short in this case.apologize for the frustration and inconvenience that we created.As a matter of routine, customers normally call our office prior to placing out for collection larger thanquantities of trashThis allows us to pre-alert the driver - and inform the customer of any extracharges that may result from this materialIn this case we did not receive prior notification, so the extramaterial was discovered when our personnel arrived to collect the regular weekly trashIn thissituation, rather than leave the trash on the curb for a week or until we have had a chance to speak withthe customer, we normally take a photo of the trash pile (to document its size) and then remove thematerial and bill the customerThis process seems to be generally more welcomed by the public thanleaving the trash uncollectedI understand your concern however and will examine this procedure forthe future.Again I apologize for the frustration that our efforts created, and I hope to have the opportunity to reearnyour business in the futurePlease feel free to call me at *** *** with any furtherquestions.Sincerely, *** ***Burns & McBride Home Comfort

RE: TRASH SERVICE - Revdex.com COMPLAINTDear Ms***:This letter is in response to the complaint that was filed with the Revdex.com resulting fromour charge of $for the removal of five extra hoppers of trash from your property on 3/14/2016.As
requested we will remove this charge from your account.Try as we do to communicate effectively with our customers, we obviously fell short in this case.apologize for the frustration and inconvenience that we created.As a matter of routine, customers normally call our office prior to placing out for collection larger thanquantities of trashThis allows us to pre-alert the driver - and inform the customer of any extracharges that may result from this materialIn this case we did not receive prior notification, so the extramaterial was discovered when our personnel arrived to collect the regular weekly trashIn thissituation, rather than leave the trash on the curb for a week or until we have had a chance to speak withthe customer, we normally take a photo of the trash pile (to document its size) and then remove thematerial and bill the customerThis process seems to be generally more welcomed by the public thanleaving the trash uncollectedI understand your concern however and will examine this procedure forthe future.Again I apologize for the frustration that our efforts created, and I hope to have the opportunity to reearnyour business in the futurePlease feel free to call me at *** *** with any furtherquestions.Sincerely, *** ***Burns & McBride Home Comfort

[redacted]
I received a letter from the Revdex.com in which you expressed your concerns about the
price of oil this winter.
Your first delivery was in November. You received a new customer discount on the first delivery. We charged...

you $3.49 a gallon for that delivery. When we sign customers up for oil there is often a special price for the first delivery and then our normal price is charged after that.
W hen we returned in December, we charged $3.899 a gallon.
Wholesale prices increased dramatically in January and February as a result of the cold weather. There were a number of stories about this in the press. One of the problems with that was that while the wholesale price we pay for heating oil was going up, gasoline prices were going down. None of us were happy with that but this is the fact.
 
Invoice Ga ls
 
Price Per Ga l
 
11/14/2013 $536.05 153.2 $3.499
12/20/2013 $495.17 127 $3.899
2/7/2014 $629 .86 140 $4.499
I understand you' re being upset. We are all upset by the increase in the price of oil this winter. I have credited your account for $70.00 as a courtesy. I want you to understand though that the price increase was due to increases in the price we pay for oil. Basically this $70.00 is out of our pockets and not Sunoco's.
Thank you for your business. I hope to be of service going forward whether it is for heating oil or HVAC sales and service.

This letter is in response to [redacted]'s concerns regarding being automatically billed $80 for aspecialpick-up that was done on November 17th, 2015.With our trash service the customer is allowed to put out one large, non-metal item that the driver can lift with one hand, per week at no...

additional cost. For the customers trash pick-up on November 17ththe customer had out a futon mattress and also a futon frame, neither of the items would qualify as theweekly 1 large item that is allowed.  Both are considered a specialpick-up and the cost for removal of the 2 items is $80. When Ms. Brown set up trash and recycling service with us she provided a creditcard for automatic payment that is why the charge for the special pick- up was billed automatically to her account.When the customer contacted us on December 2nd regarding the charge we worked with her and agreedto discount the pickup by $30. We issued a credit of $30 at that time back to the customer's account that was charged.Although the charge for the special pick-up is a valid charge, in the spirit of the holiday season and an effort to continue with our high level of customer service we have credited Ms. Brown back the remaining charge of $50 back to her credit card that was billed.  We have contacted her to let her know that this was done.If you have any additional questions or concerns, please feel free to contact me directly at the number below.

Thank you for taking the time to speak with me today.
As you know, we installed the air conditioner in 2005. In 2005 we also improved the ductwork in the house at no charge.
The problems began to appear in 2013. I printed out copies of our work orders for the past year...

and attached them. In each case we tested the performance of the unit and recorded our readings. The unit was working within specification on each call. I would say that the call in June of 2013 appears to have been the result of a blown fuse .
I also attached a copy of the Customer Report Card from our most recent service call. This was sent to your tenant because that is the e-mail we were given. I wish that the tech had put the note In there that he did on his internal sheet about the air conditioner being turned off. He did replace a part but that. was because it was out of spec, not because it wasn't working.
Given that the equipment appears to be working properly, it may be an issue in the distribution of air through the ductwork.
As I mentioned on the phone, we have had a great deal of trouble getting Into the home because your tenant was not available.We are happy to investigate further at their convenience. I would suggest that the best time to do it is after 1:00PM so that the heat of the day has a chance to work on the house.
Let me know what time works for your tenant and we will be happy to investigate further

Thank you for taking the time to assist Mr. [redacted] with his concern. We received your letter dated 8/23/2016and it is our desire to ensure the satisfaction of Mr. [redacted] and your office with our services..I spoke with Mr. [redacted] yesterday to review both his legitimate concerns and to apologize...

for the problems he's encountered in establishing his account with us. There were two primary areas of concern:1. While we had notified his former trash hauler (Republic Services), and sent Mr. [redacted] a copy of that notification, that Mr. [redacted] had made other arrangements for his futur e trash collection, Republic continued to collect his trash and sent a bill in the amount of $150 for on-going services.  To resolve the issue, I agreed to place a credit onto Mr. [redacted]'s Burns & McBride account in this amount to compensate him for this payment. Mr. [redacted] has now cancelled his account with Republic and Burns & McBride will handle collections from this point forward.2.  Over the past few weeks Burns & McBride missed several trash/recycling pick-ups. I've spoken with our collection personnel to make sure that this problem is resolved. I have also placed an additional credit of$120 onto Mr. [redacted]'s Burns & McBride account to compensate him for the inconvenience that these missed collections created.Mr. [redacted] approved of both of these actions, and his pleased that the issue has been resolved.If you have any additional questions or concerns, or if I may be of service in any way, please don't hesitate to contact me directly at [redacted]

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. 
Regards,
[redacted]

After extensive investigation we found that the issue  with her heater was caused by cold oil not burning properly in the heater. Cold weather caused the physical properties of the oil to change somewhat. This caused the equipment to misfire and generate soot. We changed the firing rate in the...

furnace to take this into account, adjusted the equipment with instruments and it ran properly In addition we offered to pay the cost of cleaning any soot from the misfiring of the heater She was satisfied with this.

This company tells you that you need a card with the $98 for someone to come out to look at your heater. Then fix things and tell you they'll send you a Bill. Not giving you the price then end up taking $271off your card. I didn't authorize that and still waiting for the Bill to be sent.

Review: We started using Burns and McBride about 3 months ago. Our initial oil cost per gallon was $3.49. About 5 weeks later they came and filled up our tank and charged us $3.99 a gallon! I was not happy. I called and they gave me some story about gas prices increasing (although gas prices were dropping everywhere else). You think that I would've learned my lesson, but sadly I didn't. We decided to get more oil delivered from them. We called to get their oil rate and we were told that it was $4.09 a gallon. We scheduled to have a 140 gallons delivered. After the oil delivery driver left, they left a receipt and to my shock they charged me $4.59 a gallon! I called and they just told me that the price of oil increased ( the same thing that was said the first time that I called).Desired Settlement: The company took advantage of us. They deceitfully overcharged us and it is not right. This is no way to run a business.

Business

Response:

[redacted]

I received a letter from the Revdex.com in which you expressed your concerns about the

price of oil this winter.

Your first delivery was in November. You received a new customer discount on the first delivery. We charged you $3.49 a gallon for that delivery. When we sign customers up for oil there is often a special price for the first delivery and then our normal price is charged after that.

W hen we returned in December, we charged $3.899 a gallon.

Wholesale prices increased dramatically in January and February as a result of the cold weather. There were a number of stories about this in the press. One of the problems with that was that while the wholesale price we pay for heating oil was going up, gasoline prices were going down. None of us were happy with that but this is the fact.

Invoice Ga ls

Price Per Ga l

11/14/2013 $536.05 153.2 $3.499

12/20/2013 $495.17 127 $3.899

2/7/2014 $629 .86 140 $4.499

I understand you' re being upset. We are all upset by the increase in the price of oil this winter. I have credited your account for $70.00 as a courtesy. I want you to understand though that the price increase was due to increases in the price we pay for oil. Basically this $70.00 is out of our pockets and not Sunoco's.

Thank you for your business. I hope to be of service going forward whether it is for heating oil or HVAC sales and service.

Review: I bought an AC unit from them in 2004 with a 10 year warranty. In 2013 I had major problems with the unit not working. They sent numerous technicians out to service the unit but never fixed the problem. They definitely tried, but were definitely unsuccessful. I explained to them many times that the unit was still not working. They more or less said we cannot figure the problem out, and I guess just wanted me to live with a unit that didnt work properly that was still under warranty because the "home and comfort experts" couldnt fix their own unit, and obviously didnt want to pay to replace it.

The service manager [redacted] got involved, but he couldnt fix it either. He then started to ignore my efforts to contact him and everyone I spoke to on the company service line said "how busy [redacted] is" as an excuse. After repeated frustrations with lack of follow up from [redacted], I reached out to owner Tom. Tom became argumentative with me over phone and defended [redacted]. I advised Tom that his manager [redacted] promised me an email explaining the situation so I had something in writing but I never got it. He actually argued with me saying that maybe it got caught in SPAM or maybe he had the wrong email, instead of apologizing. Tom said "why dont we stop focusing on the past and just fix the problem" in a condescending tone. I again asked for follow up email detailing the situation since I was very concerned that my warranty would expire prior to them fixing the problem. I to this day have not received an email from the company. During my last conversation with [redacted] in August of 2013 I again voiced my concern as a customer with lack of follow up, accountability, ownership and solution to my problem. I also voiced my concern about my warranty expiring in March of the next year, prior to the summer months where the unit could be tested again. [redacted] assured me that they would extend my warranty through the summer of 2014 to ensure the problem was fixed. I told him that I felt like I was being brushed off by the company and they just wanted me to "go away" since they didnt want to spend the money to properly fix my unit. [redacted] assured me this wasnt the case. I still never got an email from [redacted] after another request for it, and clarification of my proper email address.

Fast forward to summer of 2014. As I knew would happen, my AC still has a major problem and does not function properly. Example being I set the thermostat to 62 degrees and the house temperature will sit at 80 degrees and go no lower. Something is obviously wrong! I have called the company multiple times and requested to speak with [redacted] and or Tom. I started my phone calls on July 7th, and they did send a tech out to check the unit. He made a small repair but the unit performance has not improved. I specifically asked for a follow up call from a service manager or Tom, and NEVER got one. The rep promised me she would ensure that [redacted] got my request, yet neither [redacted] nor Tom nor another manager named Terry as of July 25th has bothered to return any of my phone calls. I got a random and generic "customer service" call from a young man on Monday July 21 about my most recent service call, but since their communication at the company is so POOR he had no notes or idea of my current issues. I explained EVERYTHING in detail to him and he claimed to be shocked. He said that he took "great notes on everything I said" and "promised to get this issue directly to Terry and Tom", and that one of them would get back to me asap via phone, and verified my contact info. This phone call was on Monday July 21 and as of the end of the week...surprise surprise no phone call. He told me how great Terry was and that Terry would definitely help me. Lastly I begged this gentleman to have someone please just take ownership of my situation and he assured me he would get my concerns to the right people to help me.

Hands down, the WORST customer service I have ever had in my entire life. Unreal and hard to believe someone could just blatantly ignore a customer this bad. And the owner obviously takes no "ownership" or accountability either. I guess this is just how he wants to run his company and this is why his company gets poor reviews on Yelp and Google, and has a generally poor reputation in the community.Desired Settlement: I want my AC unit work properly. That is all I want. I want my "home comfort experts" to fix my unit or replace it. I cannot continue to chase them over the phone and just have them dodge me and not return my calls. It is the most insulting and frustrating experience I have ever had from a business. I am appalled and shocked that an owner and a manager could act this way.

Business

Response:

Thank you for taking the time to speak with me today.

As you know, we installed the air conditioner in 2005. In 2005 we also improved the ductwork in the house at no charge.

The problems began to appear in 2013. I printed out copies of our work orders for the past year and attached them. In each case we tested the performance of the unit and recorded our readings. The unit was working within specification on each call. I would say that the call in June of 2013 appears to have been the result of a blown fuse .

I also attached a copy of the Customer Report Card from our most recent service call. This was sent to your tenant because that is the e-mail we were given. I wish that the tech had put the note In there that he did on his internal sheet about the air conditioner being turned off. He did replace a part but that. was because it was out of spec, not because it wasn't working.

Given that the equipment appears to be working properly, it may be an issue in the distribution of air through the ductwork.

As I mentioned on the phone, we have had a great deal of trouble getting Into the home because your tenant was not available.We are happy to investigate further at their convenience. I would suggest that the best time to do it is after 1:00PM so that the heat of the day has a chance to work on the house.

Let me know what time works for your tenant and we will be happy to investigate further