ComplaintsforBruce Heating & Air Conditioning Inc.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up for a yearly service plan for my HVAC and decided to cancel it 5 days later due to misleading diagnosis on a recent work by the vendor technician, see description below. Three years ago I spent almost $6000 on a new 2 Ton Lennox Heat Pump system for my rental property in *********. Two weeks ago my tenant called me and said the unit doesn't cool, so I called Bruce Heating and Air to have them check on the cooling issue since they're the one that installed it. Their technicians showed up to my property and took few minutes before he found a blown fuse, then the misleading diagnosis started in less than 10 minutes. He said that my compressor is shorted to ground and a $1225 replacement is needed. He installed a new fuse, flipped the disconnect switch and unplugged the compressor so no one attempt to start the unit. I was also told that if I plug the compressor and close the disconnect to get the equipment running, the fuse will blow out immediately. This statement was also confirmed by his service manager. I was a bit suspicious to the diagnosis from speaking to the technician by phone about the issue, so I called *************************** recommended to me by an extended family member for a second opinion, so technician came out and diagnosed the issue for free and he said the compressor is fine, it was the fuse that was blown out and that's it, turned it on and the unit still running 7 days later, no fuse was blown immediately like stated by Bruce Mechanical Heating and Air tech/Service manager.Based on this misleading information by Bruce Mechanical Heating and Air technician, I decided to cancel my yearly service agreement that I signed 5 days ago and hasn't utilized yet. I provided a written request via email to Bruce Mechanical Heating and Air to cancel this plan and demanded a full refund, but Bruce Mechanical Heating and Air haven't acknowledged my email, only a phone call from their service manager inquiring about my request, but no refund yet.

  Business response

  04/17/2024

  *****, Thank you for sharing your experience. Your frustrations are heard. I met with our ******************* including the Technician on your call, and he agreed that leaving it unplugged and changing the fuse was a short-term solution to what could be a long-term problem... ie your unit having a compressor with potentially faulty wiring causing intermittent issues. After reading the email exchanges between you, our ****************** and ******, I understand that you were contacted in a timely manner and have been refunded for all charges that occurred on 3/18/23. I believe this to be a unique experience that involved multiple parties and conversations while we worked towards a solution. For clarity, our Service Technicians are not commission-based nor incentivized to find problems requiring repairs. We appreciate the opportunity to serve you and wish you all the best in the future.

  Customer response

  04/24/2024

  The response and information provided by Bruce Heating rep is untrue as there was no issue with the compressor and they were proven entirely wrong when I hired a reliable contractor to inspect what was done by Bruce Heating technician and they determined that Bruce Heating technician findings and performance were dishonest findings and for profit reasons only rather than a true inspection. I no longer wish to have any contact with this company. 

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am completely disgusted with Bruce Heating and Air. Less that two years ago I spent over $14,000 for a new heat pump. The unit arrived damaged beyond use. So my family had to wait another week in over 100 degree heat without cooling. Less than one year later, complete failure of the unit, leaving my home over 90 degrees for another week while we waited on parts for repairs. Now it is less than a year form that repair and I am without heat due to yet another broken part and am being charged over $1300 in repairs. I would avoid this company at all costs!

  Business response

  05/10/2022

  Chrissie, I'm sorry that you have had a frustrating experience with your purchase. Lennox is replacing the system at no cost to you, they are also covering labor. Getting a correct diagnosis has taken a lot longer based on how or when you are able to communicate. You have direct access to our service manager, ***** You have both his email and his phone number. Thank you for the feedback and please reach out to us directly if you need anything else.

  Business response

  05/12/2022

  There was a typo in my response that in very important. Lennox is replacing the part. Not the system.

   

  Thank you,

   

  Amber Bruce

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