ComplaintsforBalzer's Heating & Air Conditioning

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 7 2022 I paid Balzers $179 for a maintenance agreement to have a spring air conditioning check up and in the fall a furnace check up. I did receive a spring check up but not until a few weeks after I called why I hadn’t received the spring check up yet. I never received a fall furnace check up. I called Balzers a few weeks ago asking for a refund of one half my money $89.50 as I did not receive the fall check up. I was told they called several times with no answer. I’m retired and baby sit my grandkids so I’m home most of the time. I only had one message on my answering machine saying they would be in the area if I would be home to do the fall check up to call back if home, it so happens I wasn’t home. That was the only call I know of. I do have an answering machine so a call could have been made to schedule the check up. When I called a few weeks ago it was offered to do a checkup this spring or fall this year. I said I wanted a refund of one half my money, I was told that would have to be approved by the boss. It has been a few weeks and I have not heard anything back from them,

  Business response

  06/27/2023

  June 23, 2023 
  

  Reply to complaint ********* 

  
  We have already refunded the $89.50 to customer by check ***** *hat cleared our acct 6/22/23 
  As for the customer complaint, the customer did pay for a service agreement on 1/7/22 
  (deadline was actually 12/31/21) The service agreement form our customers receive in the mail states the time period we do each of the service checks. It also states there are no refunds or cancellations. The spring check is done between April 15 and June 30 and ** ***** was done 6/24/22. Not because he called me but because when I called him, he answered and was available. 

  
  Our schedule changes dailey. How we handle our calls is no heating or air conditioning calls come first. Then we fill in service agreement checks and call in checks. That's why, if we are in the area of a service agreement customer when we are doinga trouble call, we will call that service agreement customer to check their system also. Takes care of two things at once. However, unless we are staying in that area for a good part of the day I don't leave a message because we are also trying to fill our day and the next call could be in a completely different area. 

  
  As far as the winter check (done Sept 1 thru Dec 31), as ** ***l said, I did leave one message but I called several other times with no one answering so I went on to the next call. We can call from different numbers but they all come up Balzers Heating on caller ID. And the only number I had to call was the land line, no cell, which a lot of our customers give us to reach them easier. 

  
  What we do in the event we aren't able to reach someone for their system check is to honor it the next year. When ** ***l called 5/3/23, I acknowledged we weren't able to connect for the fall check but had 

  very intension of honoring that system check in 2023. He said he didn't want that but wanted a refund 
  instead. I said I would have to ask since it stated in his service agreements there were no refunds. We had actually planned on sending him a refund despite what the service agreement stated but unfortunately this complaint was filed on 5/17 before we could do that. 
  

  
  

  Customer response

  06/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ****

*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. ↩