Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I just paid $7,000 to have a new AC/heat system installed. One of the units was making a rattling sound, so Bartlett sent out 4 people over the course of 3 days to try to repair it. On February 13, the supervisor said he was filling out the paperwork to have the unit replaced. On February 23, someone texted and asked me if the issue had been resolved and I said no. She said she would check on it. Today is March 6th and I've never heard back.
Business response
03/10/2023
We did replace a system in your home and that new system was making a louder than normal noise. Usually our team is able to adjust the system in order to correct. However, in your case, the noise was still active. As you mentioned, we determined that we would replace the new unit but had to submit paperwork and documentation to the manufacturer of the equipment, in order to start the process of replacement. We did submit the information and were waiting to hear back from the manufacturer, which took longer than we anticipated. I truly apologize that we dropped the ball in our communication with you. Of course we should have kept you up to date on what was going on our end. Luckily, we do now have a unit replacement scheduled.
We all know how frustrating it is when you are waiting, with no word from the company you are waiting on. Our team at Bartlett does try very hard to have great communication with our customers. We missed the **** in this instance. Again, I apologize for that. As always, when we receive customer feedback on a negative experience, we work hard to correct and improve any workflow issues on our end to ensure it never happens again. You are a valued member of our Bartlett customer family and we never want to disappoint!
-******* Bartlett
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.