ComplaintsforBlind & Sons, LLC.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's been 5 years since I purchased a Lennox central air conditioner for my home. It was approximately $4800. My dilemma is it's not working and I found out that Blind and Sons never registered the unit! When I called them they had the nerve to tell me I should have been getting it maintenance twice a year by them!!! They never provided those instructions when they sold me this faulty unit. I've had it serviced by Harding Heating and Air several times. This last time I was informed that I need a coil to the tune of $2000!! Not including labor. I can't afford that and Blind and Sons wants to charge me $150 to come for a diagnostic test. I want them to fix the problem because had they registered the unit parts would have been covered for 10 years. Please help.

  

  Business response

  07/08/2024

  We had a technician out to the home on May 25th for the unit not cooling. Our technician ran the diagnostic and noted that the filter and condensing coil was completely clogged, and the system was running low on refrigerant. Our technician provided cleaning recommendations to the unit and the customer refused all recommendations. The technician needed to have the system cleaned properly since it had been neglected to even start any further recommendations with the unit. Our equipment is always registered with Lennox and the warranty the customer is talking about is a 10 yr parts and labor warranty that Blind provides to the customer. The unit cannot be covered under warranty when there has not been proper maintenance done on the system. Our warranty requires that there is maintenance performed on the unit yearly by us to uphold any warranty. We do not show maintenance being performed but even if there were the recommendations that were given by the technician are maintenance to the unit and maintenance is not covered under warranty. The recommendations our technician provided are absolutely needed and were chargeable. We have attached photos of the equipment that show the cleanings were necessary. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scheduled an appointment for furnace tune up on Sept 21. Did not actually get a tech out to me until October 20th. I was told that their promotions are not guaranteed, lol. The service "technician" did very little, if anything, to tune up my HVAC units. He did not check refrigerant or grease/lubricate moving parts on the AC unit. In his words, all he did was clean the unit out which I can do.. As far as the furnace, all he did was attempt to diagnose problems with a perfectly functioning unit in order to sell me something. He did not even change the filter! All services that were promised in their advertisement were not performed, but guess what? They still charged the full price! I got a real service tech to look at it afterwards and they couldn't even tell it was serviced the day prior. Including the filthy filter. Service not rendered.

  

  Business response

  10/24/2023

  *** ****** was corresponding with the call representative via email, in regard to his appointment scheduled for Sept. 21st the email stating that date to the representative was overlooked and then scheduled again for Oct 20th. We had a promotion going for BOGO equipment inspections. With that the customer would pay $69.00 and have both furnace and air-conditioning inspected. The full price for this is usually $129.00 per piece of equipment. Our technician arrived at the home and began to inspect the equipment and did note several recommendations for repairs but due to the age of the equipment and the condition of it recommended to the customer getting a free estimate for replacement. Our technician also provides pictures to the customer of a crack on the 2004 heat exchanger. Our technician was at the home for over 2 hrs going over both systems and giving the customer all his recommendations for the equipment. As stated to ** ****** our technician did what he was there to do so there will not be a refund of the $69.00. I have attached photos that our technician provided for the customer at the time of the visit. 

  Customer response

  10/24/2023

   I am rejecting this response because: It's a typical response from a shady business that won't stand by their work. Snake in the grass.  1.  The "technician" did not perform the task they were paid to accomplish. He spent most of the time in his van doing who knows what and the remaining time taking pictures of things that he thought he could sell to me.  2. No one cares about what the "price usually is". The advertised rate for the service call was $69.  I did not receive any tune up for either unit.  They sent a salesman, not a HVAC technician.  Furnace care 101. Change the filter.  No filter changed, lol.  AC care 101, check the refrigerant.  Not done. 3. It took 1 month for them to accomplish an appointment!  This company charges you $69 to send a salesman over in attempt to scare you to buy more stuff from them.  NEVER use this company!  I will also be starting a dispute with my credit card company under service not rendered as described.  If I do not receive a full refund, it will be my main focus to make sure everyone knows how terrible this company is to work with. They have no idea how to schedule.  No idea what customer satisfaction is. No idea how to service an HVAC system.  All they do is try to sell you stuff you don't need.  
  
  
  

  Customer response

  10/24/2023

   I am rejecting this response because: It's a typical response from a shady business that won't stand by their work. Snake in the grass.  1.  The "technician" did not perform the task they were paid to accomplish. He spent most of the time in his van doing who knows what and the remaining time taking pictures of things that he thought he could sell to me.  2. No one cares about what the "price usually is". The advertised rate for the service call was $69.  I did not receive any tune up for either unit.  They sent a salesman, not a HVAC technician.  Furnace care 101. Change the filter.  No filter changed, lol.  AC care 101, check the refrigerant.  Not done. 3. It took 1 month for them to accomplish an appointment!  This company charges you $69 to send a salesman over in attempt to scare you to buy more stuff from them.  NEVER use this company!  I will also be starting a dispute with my credit card company under service not rendered as described.  If I do not receive a full refund, it will be my main focus to make sure everyone knows how terrible this company is to work with. They have no idea how to schedule.  No idea what customer satisfaction is. No idea how to service an HVAC system.  All they do is try to sell you stuff you don't need.  
  
  
  

  

  Business response

  10/26/2023

  The technician looked over both units and gave recommendations based on what he saw. He offered a free estimate to have new equipment quoted based on the condition of the equipment and the age. The 69.00 charge was approved and signed by the customer. The charge will not be refunded. 

  Customer response

  10/26/2023

   I am rejecting this response because: No one asked for a "technicians" / salesman's recommendation. I asked and paid for an AC and Furnace tune-up.  Service not received.  Nothing was approved by me.  I know how to handle predatory and fraudulent business practices. Enjoy the honest negative publicity.  My credit card has my back.     
  
  

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Plumbing work done on April 20, 2023. Have been calling them starting on April 21. Total cost of job was $1,802.00. They repaired under sink leaking and installed a pressure relief valve on my main water line for which they charged 334.00 for the part. They said I needed it because I was out of code. When they did this my pressure changed so I called and they came out and said pressure was fine. I then called the Stow Water Dept. because they were flushing hydrants and thought that might be the change in pressure. They came out and checked the pressure. They told me the city gives these valves for free. This free item cost me 334.00 with Blind & Sons. Plus they sold me a service program for 198.00. I wanted them to take back their pressure valve and cancel my service contract. A customer service person said they would not refund any of my money. Including the service contract. I am 86 years old and he talked so fast and said I was out of code which scared me so I said okay. Water Department told me that was not true and that it was only for new construction. My son came over today and checked the itemized bill and when he researched the items I was charged for they charged over ten times the actual cost of each repair item they used. Now, that they won't get back to me to resolve this issue I am turning to you for help. I don't know what else to do. I am so upset with myself for letting me be taken advantage of. I hope this explanation is not too confusing. I want them to refund the cost of the pressure valve and remove it and refund my service contract. I know I will be stuck with be balance of the charges. I paid by check and it has cleared. I thought if I stopped payment they would get back to me but that was too late.

  

  Business response

  05/01/2023

  Ms. ********** has been in contact with several people in the office along with the plumbing manager. We were not aware that the city provided this part to the homeowner at no charge and we did verify that with them. The manager spoke with the customer on Friday and we are refunding the customer the amount for the part that city was giving her and also refunding her for the maintenance plan. 

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday April 7, 2023 service was performed at my residence on my A/C system. Of the three repairs done, one was found to be performed incorrectly. An upgrade air filter was sold for my existing Aprilaire 2200 filter system. Upon examination after service, it was found to have incorrect parts not proper for my unit, and an improper screw installed in the mounting rail to try to make the incorrect bracket 'work'. I purchased a proper upgrade unit myself to verify the problem, and the correct product installed properly with no issues. I contacted Blind & Sons to return the improper equipment and refund the amount paid. They refused. After several calls, their customer contact told me that a supervisor agreed to refund my money if the parts were returned to their office (11 miles away). Since I work longer hours then they are open during the week, she told me they would be at the office from 8-2 on Saturday and could return them at that time. When I arrived at 9:45 Saturday morning, the building was locked and vacant. I called the customer service number and it was unanswered.

  Customer response

  04/19/2023

  [BBB transcription via email]

  
  This is to notify you that the issue with Blind & Sons has been resolved. My refund has been received and the matter is closed.
  
  Thank You.
  
  **** ******
  

  
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New HVAC Unit and electrical system replaced July 2020 in our home; a switch on the side of the unit they installed not covered and went out November 2022 (during the coldest night 19 degrees) after hours; costing me additional $$ to replace said switch and service call/labor. Not understanding how a new???? unit can go out within 2 years. I need a resolution to this such as a free replacement unit and/or refund for this service after waiting almost 12 hours for their after hours service to come the next day in the afternoon and tell me the part on their unit isn't covered and I need to pay more money.

  

  Business response

  11/21/2022

  We did receive a call from the customer after hours and our after hours technician did reach out to the customer to let them know he was already out running calls and would not be able to run any additional calls last night. We were aware of the no heat situation in the office and did place them on the schedule Monday and ran the call, even though at this time we were only taking our mvp customers that had no heat due to the amount of calls we had. When ************** arrived he found that the power switch from the electrical panel had failed. This is not a part that would be covered under the warranty. The warranty covers major components of the system located inside the box of the unit. We gave the customer the upfront price to make the repair of ****** which included our service diagnostic charge and the repair cost and at the time the customer approved the repair. There was no additional after hours fees charged that is mentioned by the customer. ************** did what he could to help the customer as soon as possible and there will not be a refund or replacement for the service that was done. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had an MVP agreement with Blind and Sons to provide annual maintenance for my furnace and air conditioner at ***** ****** ***** ***** ** ********** ** since 06/27/2019.. This contract was for an annual fee of $198, paid in monthly installments of $16.50. i sold this home in August 2022 and cancelled the plan on 08/10/2022. I had the a/c serviced on 05/03/2022 but did not have the furnace serviced. Their Language on cancellation: “You may cancel this agreement at any time for a full refund of unused dues.” When i did not receive a refund, I contacted them twice. They said they would only refund one month because I paid monthly. I want a refund going back to May 2022. I have been a loyal customer for 28 years.

  

  Business response

  10/25/2022

  Your plan was paid monthly so once you cancelled the withdraws stopped. We did refund the August payment to you once you spoke to the accounting department. We apologize for any inconvenience. 

  Customer response

  10/25/2022

   I am rejecting this response because:
  
  I have received no refund, not even the one month they claim.

  

  Business response

  10/31/2022

  Please check your account. We did send that refund through. Thank you 

  Customer response

  10/31/2022

   I am rejecting this response because:
  
  Blind did refund one month’s payment finally on October 24. But I contend that nowhere in the contract language does it state that if you pay monthly then you are only entitled to one month’s refund. I want the refund to include all payments made since May 2022.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a bad water heater. I performed research online & some minimal diagnostic work myself. I thought I knew what was wrong but wasn't 100% sure & couldn't get any parts that day. I called them to get a final diagnosis & possibly make repairs. When I called they informed me there would be a $120 diagnostic fee that would be waived if I had them make the repair. The technician came out, introduced himself & seemed to be somewhat cocky. I explained to him I think I know what the problem is but I can not get parts for 3-4 days. I also explained that since I'm not an expert water heater repair technician I called them to diagnose the problem. The technician walked down to basement where water heater is located, bent down & picked up a few screws that I had removed in my diagnosis. He then stood up, looked towards the water heater & told me that he wouldn't just replace the part I thought may be bad. He said he would replace another part also. He walked out to his truck & after approx. 5 minutes he returned, stated he can't get parts, that they don't repair *********** crappy water heaters" and recommended I replace the water heater. I asked him if he knew what was actually wrong with it & again he stated they don't "repair ********** crappy water heaters". He then presented me with an estimate for a new water heater installed. I advised him that I would get it taken care of another way. I paid the $120 diagnostic fee after explaining to him that I don't think it's a fair fee to pay since he did not do any actual diagnostics,. He didn't even attempt to verify my concern & never touched the water heater to diagnose the problem. I called into their company and expressed my concern about paying a "diagnostic fee" when no actual diagnosis was performed. The person who answered stated it's not the first issue they've had with that technician & said they would call me back. After not receiving a return call I called them & the supervisor refused to do anything about it.

  

  Business response

  09/14/2022

  ************************** called in to inquire about his hot water tank that was not working and he could not find parts for. We explained our service call fee of ****** and let him know of a special we are offering right now to waive it with a repair. ************************** did not book the appointment at that time however did call back to do so. When he called in he verified with the calltaker the special with the service call of ****** and that it would be waived with repair. ********* did confirm and scheduled the appointment. Our plumber went to the home, looked over the hotwater tank and then did call the supply house to see if they carried the part needed. The part was not available so our plumber gave the customer several options for replacing the tank. The customer paid the service call and did not go with any of the quotes. When the customer called in we did try to explain that he was aware of the service call fee and also our special to waive with repair. Since he declined any work the service call was chargable. When ************************** called in and explainted this concern we did explain theservice charge would stand.

  Customer response

  09/14/2022

   I am rejecting this response because: As they stated the $120 was for their service charge to come out and diagnose my problem but was no proper diagnosing performed. It was recommended at first to replace the thermocouple and gas control valve. After being told they could not obtain parts it was recommended to replace the entire water heater. I can not understand how a licensed repair company was able to determine they could not get the parts in 5 mins when I (as a consumer) would have been able to get replacement parts online from multiple sources. Unfortunately, it would have taken me multiple days to obtain the parts....which is why I contacted them to begin with. I was hoping to get the repairs done that day and have hot water again. After their technician left I did perform further actual diagnostics with my multimeter and found the thermocouple to actually be in good working order. If they would have been able to obtain and replace the thermocouple as they initially suggested then they would have been replacing parts that were not bad and did not need replaced. At that point I just wanted to get some hot water so I did end up replacing the water heater by other means. I have no problem paying for a product or service when it is performed. I was told by their phone representative that the $120 service fee was charged to come out and diagnose my problem. Not only did their technician not perform  diagnosis in any way, shape or form but he also did not perform the first step in any proper diosmosis. verify the customer complaint. How can proper diagnostics be performed when the customer complaint is not verified and the technician does not attempt to recreate the customer complaint/problem. My complaint is simple.....I agreed to pay the $120 service call to have a technician come out and diagnose the problem with my malfunctioning hot water heater. The technician did come to my residence but, no proper diagnostics was performed. So I do believe I was charged for a service I did not receive.
  
  
  

  

  Business response

  09/14/2022

  The service call does cover for *********** to come out to the home. He did give estimates to replace once he could not locate parts that day. The customer did not go with one of quotes and replaced his own tank. *********** followed the proper steps and did charge the service call. 

  Customer response

  09/14/2022

   I am rejecting this response because: not only did the technician not verify my concern by attempting to light the pilot on the furnace....but he did not perform any actual diagnosis of the problem. If he would have, as I eventually did, he would have found out the thermocouple was not bad and did not need replaced as he originally recommended. He came into the house, spent roughly **** minutes in the basement and never once laid hands on the water heater to perform any kind of diagnosis to determine what the actual problem was. As being a former Ford Certified Master Technician I know the first step in properly diagnosing a customers complaint is to verify what the problem is....and that should have been done by the technician attempting to light the pilot on the water heater. After verifying the customer's concern then proper diagnosis is performed to determine what the actual failed part is. From there estimates are given to the customer to either repair the identified failed parts or to replace the entire unit if the repair is not cost effective. At no point in time was my complaint verified and/or any proper diagnostics performed. The technician suggested replacing parts that he did not actually determine to be faulty and then suggested replacing the entire unit because he had no clue what was actually wrong. I did end up replacing the entire tank myself because I am not to trained to perform detailed plumbing diagnostics as their technicians would be expected to be. I wanted to get hot water to the house and that was the most cost effective and quickest way I could do it. As they stated....I did agree to pay for the service call. And I was told that during that service call my concern would be diagnosed and I would be given estimates. The was absolutely no diagnosis done on my water heater....therefor I was charged for a service I was told I would receive and did not.
  
  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Blind & Sons was recommended to us by a friend. We hired them to install a new furnace and air conditioner in 2015. We turned the A/C on recently and it wasnt working. We scheduled a service call and my husband took off work. We received a call on the date of our appointment advising they had too many emergency calls and couldnt make our scheduled appointment. We rescheduled for the weekend so my husband wouldnt have to stay home from work again to meet them. They charged $120 service call and could not pinpoint the problem. We asked about warranty and they advised that we did not have them out for routine maintenance twice a year so their warranty would not apply. They said it could be the condenser but it might be wise to purchase a whole new unit. We live in **** not a tropical climate where the air conditioner is run non stop. The unit should not have stopped working this soon. The brand of the unit is a Trane which is a reputable brand. We got a second opinion and found out there is a leak in the condenser coil. We were advised to follow up with Blind & Sons because they were supposed to register the furnace with Trane and Tranes warranty would apply. We called Blind & Sons and they advised they stopped registering units in 2016. We told them the unit was installed in 2015. They said I dont know what to tell you. We called Trane who confirmed the unit was never registered. If we had been made aware it needed to be registered we would have done it ourselves being that all our appliances and television are registered with their respective manufacturers. This repair is going to cost at least $3000. Blind & Sons should have at the very least registered the unit or advised us to. Blind & Sons dropped the ball and has put us in a difficult financial position.

  

  Business response

  06/03/2022

  Our service technician went to the home and did a diagnostic on the system for ******. At that time he determined that the unit had no refrigerant and was causing the system to not cool. At that time he did offer suggestions for repair to the customer one of them being to start with a leak search. Our technician did also offer the option for the customer to get an estimate to replace the unit due to the current condition of it. Pictures are attached.  The warranty with Blind & Sons would not be applicable because maintenance was never performed on the system since the install in 2015. We did look into the information about the registration of the equipment and it was registered with Trane and carried a 5yr warranty on parts and a 10 year heat exchanger warranty. Therefore, any warranty that it had with Trane has since expired in regards to the ac. We do apologize.

  Customer response

  06/03/2022

   I am rejecting this response because:
  
  The unit itself is in great condition. The issue is part failure. As mentioned previously we do not live in a tropical climate and only run the unit 3-4 months out of the year. We also spoke with a representative from Trane who advised the unit was never registered. The representative that Blind & Sons sent out offered to perform a leak check for an additional $274 but also advised that the test wouldnt necessarily provide us with an answer.  We feel Blind & Sons are not behind truthful about registering the unit and they are trying to save face. The part simply should not have failed this early on.  Blind & Sons should back their products and service. 

  

  Business response

  06/06/2022

  We apologize you feel that way and if you would like the information that shows the warranty was registered with Trane you can contact our **************** Manager to have those documents sent to you.  Thank you 

• Initial Complaint

  05/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Had a new boiler installed, many problems and took over a week. We were left 4 days with no heat in November. They failed a county inspection, came to repair last week. That night Wednesday 4/27/22 no heat Then they determined bad part( from a new boiler). left us all week end with no heat again. It is very obvious they are selling and installing a unit they are not trained on. This is the short version of the nightmare I'm living. Lost many nights sleep worrying about it. We replaced an old boiler but it was working fine. now I have no control over middle floor and they tell me there is a pre existing condition.

  

  Business response

  05/12/2022

  After speaking with the customer and listening to his concerns we decided it was best if we got the Navian Rep out to the customers home to look over the system and operation of the system we installed to see if there was anything that could have needed corrected to help with the customers concerns. Today our the rep was at the home and he did verify that the system we installed has been done correctly and the unit is operating as it should be. In regards to the middle floor remaining hot the rep also stated that this could not have been caused from us installing the new system and there could be something else going on but it has nothing to do with the work we have done at the home. We also looked into the situation about the customer being without heat and also confirmed with him today while we were there that our technician did show and explain to the Mrs. how to run the system so they could have heat until the part came in that was needed. We do apologize that there has been concerns over this system, however after having the Navian Rep out to look over everything and confirm that it is operating as it should there is nothing further we are able to do at this time. 

  Customer response

  05/13/2022

   I am rejecting this response because: The system worked fine before the install. They never checked the mid floor getting hot as I said it does when other zones are on. Never was there an offer from the company to diagnose the problem or offer any solutions. Again This problem only started after the install of new boiler. Heating an area when no heat is called for is not working properly.
  
  
  

  

  Business response

  05/16/2022

  The unit that we installed is working properly so in regards to trying to find a solution for the second floor that is not heating properly it would be at an additional cost to fix the matter. You did state to us that you are not interested in spending anymore money to solve the situation at this time. Again we do apologize for any inconveniences. 

  Customer response

  05/17/2022

   I am rejecting this response because:
  It is not ok for a company to go in to a home and not leave it working as it did before. I would expect to have control over all floors or zones because I did with the old system. Needless to say I will never use blind and sons again, I will bring in a new company to get it to work as it did before. VERY DIAPOINTED IN THIS COMPANY AND THE BBB.
  

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Set up appointment for a quote on sink install. Company rep came out a day early, and was 45 minutes late from the time stated. Rep did NOT measure, didnt even look under the sink and spent less than ten minutes at my house. Rep indicated the sink I wanted installed may not even fit: Gave a price of $1500 for a simple sink install. Then demanded $120 estimate fee, how can I pay for an estimate that was based on NO MEASURING and a statement that the sink might not fit. The rep was incompetent and it seems to have been a purposefully high quote to have the job refused and to still make some money. When I asked him to explain how he came to that price without even measuring or looking under the counters and stating it might not fit he said well thats the price. It is unconscionable to operate this way and to try and take advantage of seniors. There should be no charge for such an incomplete and negligent assessment of the job. The rep spent more time sitting in his van outside my house afterward writing up an e-mail **** to send me. They are crooked.

  

  Business response

  04/21/2022

  we were called to go to the home and quote replacing a sink.  The customer was told up front on the initial phone call that it would be a $120 call fee that would be waived if he went with the repair.  When the plumber arrived he found the existing sink was a cast iron sink that would take ************ to remove which is not a normal sink replacement.  The plumber also told him that the counter may have to be cut once the sink is removed but we would not be able to determine that until the existing sink was removed.  The quote that we provided was an accurate up front quote for the work that needed performed.  Mr. ***** was not happy with the quote and then also refused to pay the $120 fee which he did sign off on when the plumber arrived.  We do not wish to collect the $120 service fee from Mr. *****.

*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. ↩