- Report: #1073292
Report - Rebuttal - Arbitrate
Complaint Review: BMS Mechanical
BMS Mechanical8984 Mike Garcia Dr manassas, Virginia USA
BMS Mechanical Brothers Mechanical Rude, Dishonest, Disrespectful, Incompetent, Unprofessional manassas Virginia
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Everyone I've dealt with in this company is unprofessional, rude, and disrespectful.
I called them last year when my air conditioner stopped working. Tony showed up 4 hours late and didn't bother calling until I called their office looking for him. Mark, who I assume is the owner (even though he will never provide his last name), refunded me $100 for the time I unnecessarily took off of work, so I called them again when my AC stopped worked again. Who wouldn't appreciate repeat business?? I specifically said I didn't want Tony again, so I was told Harry, the senior tech, would be coming. Harry actually showed up on time, but didn't do any work. I took off work early again and Harry refused to even diagnose the problem. He said the motor they installed last year was still working so something else was broken. He said if he diagnosed anything, he'd have to charge me the service fee. I told him I was fine that, but he still refused to look at anything besides the working motor. He then started telling me how the company had excellent customer service. I immediately told him I disagreed with his assessment of their customer service. When one guy shows up 4 hours late and the other one will only look at what's still working and they both wasted my time, that is not excellent customer service. I guess Harry didn't appreciate that I disagreed with him and then proceeded to prove my point, when HE WALKED AWAY AND DROVE OFF. Unbelievable. I immediately sent an email to Mark complaining about Harry's rudeness and how he didn't even diagnose the problem with my AC and just walked away. I copied Harry on the email I sent to Mark, but didn't get an apology from either one of them. I also pointed out that their website claims "exceptional customer service...the first time and every time" and that was false advertising. No response from Mark about that issue, but he did offer to send TJ out the next day.
There was absolutely no way I was going to let them waste my time for a THIRD time. I filed a complaint with the BBB that night and scheduled a repair with another company. Someone from the other company came to my house ON TIME, diagnosed the problem, and actually fixed the problem in less than an hour. That's exceptional customer service or just good business.
Five days after Harry showed up to do absolutely no work and even after I told Mark I wasn't wasting my time with them anymore, TJ had the nerve to call me that following Sunday (FATHER'S DAY) claiming they still wanted to look at my AC and help me fix the problem. Really??? Harry wasn't interested in fixing the problem. Did TJ really think I'd still be sitting in my house with no AC 5 days later?? Besides, it was completely inappropriate for TJ to be calling on FATHER'S DAY, and five days after I told them I was done with them. I called TJ back a few days later and left him a voicemail telling him that calling someone he doesn't even know and isn't doing business with on FATHER'S DAY is completely inappropriate. He never called back to apologize - not that I expected him to. I emailed the same complaint to Mark. No response from him either, much less an apology.
When they finally responded to my BBB complaint, it was from the secretary Lida, calling me MISS. Really?? That's how you address your customers?? I'm not a 16 year old girl. I'm an adult homeowner who made the mistake of giving BMS a second chance. Apparently, Mark couldn't even be bothered to respond to the complaint himself. I rejected their response, but I still haven't gotten another response. MISS Lida, the secretary, claimed that I used offensive language with Harry and they chose not to do business with me. That's such a BLATANT LIE made up by MISS Loda to try to blame the customer for their complete lack of professionalism. If I used "offensive language", why didn't Mark say anything about it when I emailed him as soon as Harry walked away?? Why didn't Harry say anything?? He was copied on the emails I sent Mark. Why was Mark still offering to send TJ the next day??? Why was TJ calling 5 days later still claiming to want to fix my AC?? It makes no sense because it didn't happen and was completely made up several days later because they didn't like that I filed a BBB complaint against them. I have given this company enough of my time and at least two opportunities to provide "exceptional customer service". Don't let the A+ BBB rating fool you. Everyone associated with this company is rude, unprofessional, incompetent, dishonest, and disrespectful.
This report was posted on Ripoff Report on 08/05/2013 04:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/BMS-Mechanical/manassas-Virginia-20109/BMS-Mechanical-Brothers-Mechanical-Rude-Dishonest-Disrespectful-Incompetent-Unprofess-1073292. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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