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Customer No-Service
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I have a warranty with BPG on my rental house, and we also have an HVAC service contract. The units are serviced twice a year, and absent BPG's warranty, we would have called the regular service contractor. The unit started blowing hot on Tuesday afternoon, and we contacted BPG. They put us in touch with the technicians, who kindly agreed to come out late Tuesday. They sent a polite and competent tech who informed me that the coil on the downstairs unit was shot and needed to be replaced. We were told that the service fee would be $70, which I paid. As it was the night before the 4th of July, we were told the repair would be made as early as Thursday, but probably on Friday.
Thursday evening we got a call from BPG's representative, who informed us that only about half of the total cost of the repair would be covered. Apparently, the new coil requires modifications to be installed. I don't care, but BPG pointed out several times that we should have read the fine print on the warranty - I actually did not read any of it. The out of pocket cost is now +- $500, plus the $70 we already paid, plus the warranty at around $350. Our regular service company quoted $850 for the complete install - what is the point of having a warranty, for which we have never made a prior claim? We were told we could take a cash settlement of +- $500 and get the repair done ourselves if we so chose. Unfortunately, it is hot and we are under a lot of pressure from the tenant to get it fixed fast. Why bother with a warranty if the warranty doesn't cover installation?
To make matters worse, it's 100 degrees plus, and our poor tenant has not had A/c since Tuesday. Friday is now here, we have reluctantly agreed to allow BPG to finish the job at higher out of pocket expense just to get the job done - but it isn't done. We do not have a service call booked, and are awaiting a call from the tech to see if they can squeeze us in. In their defense, they have done a fine job.
I don't see any value received for BPG's product, and I am a very unhappy customer. I don't appreciate being deceived, painted into a corner, and then still not getting any results.
Late Friday I got a call from the service tech, who said that they will do the install on Monday morning. My tenant is furious, and I wish that I had never called BPG in the first place. This is not good business.
Well, the nightmare saga continues.......
Monday morning comes, and the service company told me that there will be no installation, as the warranty company has not ordered the part. I was told on Friday by BPG that the part was available for pick -up that day! We are completely fed up, and my poor tenant has had to go stay in a hotel. We called BPG this morning and agreed to settle for the "cash in lieu" of repair, of just under $500. I have serious doubts that we will ever see a check. The $500 is a little more than half of what we will pay to repair the unit, and it has been a full week with no A/C. Had we just called a random service off the Internet, the repair would already be done, and probably better and cheaper. It has been a frustrating and maddening experience - we will not do business with BPG again. I have reached out to a representative of BPG to extend an opportunity to make things right. If that happens, I will be sure to post any positive news.
WELL..........The story has a positive ending! After accepting the "cash in lieu", biting the bullet and paying to have the unit replaced, I got a call from BPG. They apologized for the negative experience and offered to raise the "cash in lieu" to an amount that almost covered the entire cost of the repair! I am ecstatic, having never eve expected a response. I understand that in this world, things don't always go right. In fact, they usually don't, and that is to be expected. It is people's responses when things go wrong that separate quality companies and individuals from the rest. BPG's response to our negative experience demonstrated their willingness to serve their customers even when they are not strictly required to. Rather than being remembered as the company who left us hot for a week and then refused to cover the cost of the repair, tehy will be remembered as the company who stepped up and made things right after a negative customer experience - BPG has earned our future business, and we thank them.
Good work!
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