Butler Heating & Air Conditioning, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Subject: ***
Hello Responding to another complaint from customers daughter on April 17th We did not receive the Revdex.com letter back until 4/18/that the customer wanted a refund We mailed check out on 4/21/in the amount of check number *** made out to the customer *** ***Any more questions please let me know

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me

On June 11, 2014 We installed a new heat pump system in customers home. We were never contacted the rest  of that summer and then on 10/7/2014 [redacted] contact us and said she thought the unit was not working correctly.  My tech went out at 8 pm  and found that it was not wired...

correctly to go out of the cooling mode into the heating mode as this was an afterhours call at 8 p.m. we told [redacted] we would be back on 10/8/2014  and fix the issue.  We wired the low voltage correctly and unit was working properly. Then on June 1 2015 [redacted] contact us again and said she thought the unit was not cooling here house down enough  we arrived and unit was running properly we checked the Freon levels and reclaimed a small amount of refrigerant and recharged to make sure levels were accurate at no charge.  On June 9, 2015 [redacted] called again and claimed unit was not working, we went back out and unit was working properly and charge was okay, airflow was okay all was running good at this time, and we did not charge customer.  On June 29, 2015 [redacted] called and  said that her unit was not working properly and not cooling here house down to what it should be. Note this was a 103  degree day. We sent a different tech out to check her system and at time of arrival unit was working properly, air flow was a little low tech checked the filter in the furnace and it was dirty customer wanted to replace.  We charge the customer our 45.00 diagnostic charge due to the fact that the issue was caused by a dirty filter which is usual maintenance which is not covered under warranty. Her husband gave my tech his credit card and he ran the card on his square up device and signed it. His card was never charged twice. Mrs North called complaining that she had to pay this fee of 45.00 so I kindly told her that it was not a warrantyissue but this time I would go ahead and credit the 45.00 back to her credit card, I also Explained to her that her system was out of the 1 year warranty as of June 11, 2015. The system installed in [redacted]’s home is working properly according to manufacturer’s guide lines and is sized correctly for the home. I have yet to ever see anyone’s electrical bill be 600.00 dollars for this size of home so I am very skeptical of this claim.  [redacted]’s system is a heat pump system and if her electrical bills were high they would have been extremely high in the winter not as much in the summer time. Also note that my tech noticed there is a lack of window coverings on the windows, and when it is over 100 degrees it is not unusual for a system to run extremely long periods of time.

I am responding to the complaint submitted on 3/21/2017 ID [redacted].On 11/30/2016 we scheduled a service call for [redacted] through his daughter[redacted] because we were informed that her father did not speak English very wellso we set up a translator an employee that works for us that...

speaks Spanish to translate to her fatheronce my technician was at the service call. We went out on 11/30and found the heat pump low on R-22levels causing the unit to lockout on a low pressure switch we recharged system and included a leak dye. Fora total of 521.98.The Customers daughter called back on 3/52017 and complained that the Heat pump was not coming onwe scheduled a technician to go out on 3/6/2017 and again set up a translator to speak to her Dad in Spanish duringthe service call.My Technician found No Heat: The T-stat was not sending power to the heat pump we needed to replace the T-statwe replaced the T-stat and once it was replaced and working we find that the compressor had siezed my tech tappedit and got it going again but recommended replacing the unit as the compressor would most likely sieze again.We gave Customer a price on replacing . We left at the call and the unit was working time we left.We were called again by the homeowners daughter on 3/8/2017 stating that the unit was not working and thatwe needed to come check it again. I sent my tech out at no charge to see if it was not operating and when he arrivedit was operating and he left.My Tech did not write up a ticket for this call as it was a no charge and working at the time of call.On 3/21/2017 [redacted] called and said that the unit was not working and that they wanted their money back and thatthe T-Stat was not the issue. I explained to her that the T-Stat was one issue and it was not sending power to the unitso once we fixed t-stat is when we found that the compressor was se1zed and probably going to fail at one point. I toldher I could send a different Tech out at no charge to look at unit and get a second opinion on the issue. She said thatwould be great and scheduled it with me I was going to send a different tech and my translator out with him instead oftalking over the phone in case the line of commun·1cation was not correct. [redacted] called the next morning andcanceled demanding her money back for the T-stat She called the owner and he explained that the T-stat was bad an,needed replaced in order to even get power to the unit. She ended the conversation.That night Mr. [redacted] called my Spanish Speaking Installer and complained to him we again said we would senda different tech out at no charge and take a second look at the unit. Mr. [redacted] said yes he would like that so thenext day (this would be 1 day after [redacted] sent her letter) we sent our tech along with the translator to call.At that time he found that the Heat Pump had Multiple Leaks at the evaporator coil andwill need to be replaced He left Heat Pump in Off Position and gave him a price just to replace the evap coil andadd the freonWe also said that because he was upset about the T-Stat we would credit him the 225.00 he paid for the T-Stat.We gave him him a choice to have the repair done or give him his money back and he infonmed my tech and translatorthat he did want it replaced and he would wait until he had the funds to do so. We did not charge him for thisService Call. Which would have been a 75.00 trip and 227.00 total of 302.00 Normally.It is important to note that Mr. [redacted] did speak English and that the translator was not needed, and his English wasEven better than my translators.Then we received your letter. We will gladly JUSt refund the 225.00 back tothe homeowner upon written request from him and not his daughter. He canmail the request to Butler Heating PO Box 191045 Boise ID 83719.ThanksJayme B[redacted]208-362-5697Butlerheatmg [email protected]       [redacted]Please see attached documentation.[redacted]