Business ProfileforBuckner's Heating, Cooling & Plumbing

I am writing to file a complaint against Buckner regarding the complete air and heating unit I purchased from them in June 2021 for over $11,000. Recently, I encountered an issue with the unit not cooling properly. I contacted Buckner, and an appointment was scheduled for July 2. A technician came out, inspected the system, and informed me there was a leak somewhere in the system. They said a leak check would need to be performed, which was done, but they were still unsure about the exact location of the leak. The technician also told me that the TXV was faulty and needed to be replaced. When I asked if this was covered under warranty, they confirmed it was but mentioned that I would still have to pay a certain amount at a discounted rate. Later that evening, I received an estimate for over $1,000 via email, which included an option for me to accept the estimate. I was not comfortable with the estimate and decided to call the next day to ask some questions. The person who answered the phone informed me that the lady I needed to speak with was busy but would call me back later. I agreed, but I never received a call back. I had already paid $100 for the service call, $150 for the leak search, and $195 for 2.5 pounds of refrigerant. Despite these payments, I did not receive satisfactory service or a follow-up call. Feeling uneasy about the situation, I decided to use another company. Their technician identified a different part as the issue, ordered it under warranty, and successfully replaced it. I am now pleased to report that my unit is functioning correctly, and I have cool air again. This entire process with Buckner took three weeks to resolve, and I am extremely dissatisfied with their service. I cannot recommend Buckner to anyone based on my experience. Sincerely, Henry Ward