ComplaintsforButler Heating and Air Conditioning

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home AC was not cooling. Thermostat had house reading 80 degrees when it was set to a temp of 70. Butler has serviced for the previous homeowners and for us. Tues 6/18 - tech ***** came. Was quoted diagnostic of $62 per 15 min. ***** was here one hour. He hosed off our outdoor AC, and pushed air through the pipes in the basement. Was told the house would need a couple days to cool. Was told he would send an invoice. Our total was $509 and I paid by check. Fri - AC still not cooling. House still 80 deg. Butler came back on Sat 6/22. ***** tinkered around a bit, said our AC unit was too small for the house and we should replace it. (Note, unit is 12 years old and was installed by Butler). He said the unit was working as it should, there was nothing for him to fix. My initial complaint of the AC not cooling was not resolved. I stopped payment on my $509 check. Was told to contact Brandon. No invoice received for 6/18 or 6/22. Mon 6/24 9a - left message for Brandon as I wanted to discuss the invoice and determine a fair amount for me to pay. $509 did not seem reasonable as they had not fixed my AC. Wed 6/26 - left msg w receptionist who said she would email the owner ***** to contact me. Have had no contact at all from Butler. 6/26 - received generic invoice for 6/18 w no cost breakout. Thurs 6/27 - 2nd AC company came to our home. The entire inside furnace was a block of ice. I can provide invoice from the new company, but the evaporator coil was frozen, coil not operating correctly, diagnosis to replace valve. Work schedule for repair by new company on 7/8. I do not trust Butler to do the work in my home as they have been here twice and could not ID the problem. They charged me $509 and did not fix the AC, told me it is working as it should. I would like BBB to help mediate so that Butler doesnt send this to collections, change invoice amount to $0, as they wont return my calls.

  

  Business response

  06/28/2024

  Our owner, *****, has talked with **** ********. The temperature and pressure readings, as well as the operation of the air conditioner were in good working condition, and did not indicate any signs of a repair needed to the refrigeration system. The A/C is undersized for the property. **** ******** was unnecessarily rude to our staff, including our owner, and he suggested that she should find a different HVAC provider. **** ******** was also informed that we chose not to contest her stop pay on the check. There are no funds received for this work, therefore no funds to reimburse or adjust. 

  Customer response

  07/05/2024

  The response from Butler that their owner talked to me is absolutely false and completely fabricated by the company.  I have not spoken to anyone from Butler regarding the issues or the stop payment on the check. If Butler had contacted me at all to discuss the situation I would not have had to file a complaint with the BBB.  During the conversation with the tech at my home I did raise my voice, as this person was trying to tell me my AC unit was functioning properly when my home was 80 degrees. Standing up for oneself is not rude, I was respectful with my words and did not use foul language. 
  
  Additionally, Butler serviced our home last August and gave no feedback regarding the AC unit being too small. When the tech was here for the first visit on Tuesday, he charged us $509, telling us it was fixed. There was no mention of the size of the AC unit being an issue until his following visit on Saturday. 
  
  I am not sure how Butler has achieved and maintained an A+ rating with your bureau. They failed to repair my AC, neglected to return any of my calls, and completely fabricated their response.
  
  Although there is no refund needed since I stopped payment, I do request a final invoice from Butler for my records that shows no payment is due.  Please advise on next steps. 

  

  Business response

  07/05/2024

  *** ******** is correct about not talking to our owner, *****. That was an internal miscommunication. Our technician's name is also ***** which is what created the confusion on my end. I apologize for that. *** ******** will receive an updated invoice showing zero balance due today.

  Customer response

  07/11/2024

  I have yet to receive a $0 invoice from Butler. Additionally, an invoice and voided check I received in the mail belongs to another customer, ******* *******. 

  

  Business response

  07/15/2024

  Sorry for the confusion on our end. Your invoice was put in the mail today. 

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Thru wall air conditioner installed 08 21 2021. It was to fit in the existing hole. We paid 2380.00 to Butler. They kept putting insulation in but this was never going to fix the problem. We still have a 3+ inch hole in the side of our house. I also think they should pay for half of the cost for us to properly fix this problem. They could of done it right but chose to just rig it up.Just to let you know we are 82 and 83 years old. This has been a difficult problem for us.

  

  Business response

  04/22/2022

  We have scheduled a site visit with **** ***** for next Wednesday morning at 8:30. The ******* project manager ***** will be joined by Butler President ***** to discuss the issue and resolution.

  Customer response

  05/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17022622, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Janet Smith

*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. ↩