Wanted to thank the team at Buckeye for getting our AC back on the road!! Ryan was their first tech on the scene, and he spent hours on the phone with Lennox to try to get a handle on our failed AC -- appreciated his diligence.
Terry helped to diagnose the problem (TXV=Thermal Xpansion Valve), and then they were joined by Ardit to replace the valve. They tested the system and were off.
All three were capable & competent, well-dressed, polite, and willing to answer my questions about R-454B (the latest & greatest, for now at least).
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Work done was good quality. However, disappointing overall project was not completed as outlined and quoted. Connection in left of picture was to be replaced as part of job. Also disappointing was follow up conversation with company sales manager, who informed someone from their scheduling department would contact me for work to be completed promptly. To date, no further response from company, even voice messages have not been returned.
I am writing because Buckeye Heating and Cooling declined to repair my air conditioner during a service call because the work required was not in the service techs purview. Buckeye has insisted that there needs to be 3 service calls to fix my air conditioner.
My contention is they are over billing me. Also, they have not provided information about services performed plus there is no vehicle to complain.
This is what happened. My air conditioner is approximately 5 years old, and it was making a loud noise. I called for service and on July 24 a service tech came out. The air conditioner noise was not repaired. When asked why he said it needed cleaning and (paraphrasing) that work was not in his purview so a cleaning service call would be needed When asked why the unit was making a noise the technician made disparaging remarks about the quality of the unit. This made me feel terrible about my purchase and choosing Buckeye. I did not understand why they could not clean it but I felt compelled to just call Buckeye again and get the unit cleaned. I have attached a picture of the condition they left the unit in.
I do not know what services were performed on that day. No record of the services performed was ever given to me.
I called Buckeye again and asked again for the air conditioner noise be repaired, the unit cleaned plus have some sort of preventive maintenance performed. Once the air conditioner was cleaned the noise stopped. Great! However, that was all the new service tech was able to do. They stated that another service call would be needed for the additional services because, like the first service call, that was not in their purview (paraphrasing).
I called to complain about my experience and the bill but their phone system does not have an option for customer service complaints. I did, eventually talk to a person and left a message regarding the complaint. More than a week passed & they did not call back. I called again on 10.9.25 and left another complaint message. I did get a return call on 10.10.25 and they left a message but with no direct phone number. So, that left me with having to go thru the game of telephone tag with them again.
I really wanted to keep my complaint just between both parties plus I just do not have the bandwidth for a formal complaint. However, it’s not possible to do that when they don’t offer those options. Plus, I was just shocked by the way the first tech left my project and the comments they made. My experience leads me to the conclusion that their communication processes are oriented for their convenience & benefits, not their clientele.
Additionally, I would argue that one service call could have done all this work. Three service calls are not at all respectful of my time, not to mention the fact that there are 3 bills instead of one.
Therefore, I am lodging formal complaints with:
Organization Reason
Buckeye Refund & cancellation of 3rd service call
Costco Purchase was a Costco promo
BBB For the benefit of others
Google Review For the benefit of others
Yelp Review For the benefit of others
AG Unfair Consumer Business Practices & benefit of others.
I would expect an immediate refund from Buckeye and I would hope they revise their repair & customer service processes.
I’ve had Buckeye come out twice now, once for our furnace and once for our A/C. I will confidently say that I wouldn’t take my business to anyone but them! They have been nothing but professional, punctual, smart, kind, affordable, and overall wholesome people. I would leave ten stars if I could!
Though I would be writing a good review, Buckeye worked with me on my quote compared to other companies to replace my water heater. 3 techs came out and where in an out of my house in less than 3 hours to do the swap was told give it an hour or 2 and you'll have hot water. I waited almost 3 hours still no hot water, so I called in they dispatched a tech who arrived around 6:30 and found out that the tank was wire for 120 and not 240 so no hot water was being produced. I get that things happen but the only brand tank they install is a Bradford and the techs didn't know how to properly wire the tank. Also while the tech was out found that the mixing valve was leaking .. this is on top of the tank where the electric sits so concern for fire or shorting out panel the tech that came out has only been with the company 3 weeks and is on call with no support, he didn't have any electrical tools to check the wiring.. guess they just expect them to guess at that. He had to call outside of the company to get support to make sure the tank was wired correctly. He had no idea how to set the correct temperature on the mixing valve and the unit has no clear indicators on what temp it is actually set to .. hope their ready for a lawsuit if this is how they do installs.. they did not test for temperature I had to do this myself.. but I'm sure there is some clause in the print on the iPad (didn't get a copy of the paper work I signed for). No shame on the tech he tried his best but its obvious they have a serious lack of training.. After tech left temperature was coming up and then I hear my water leak alarm going off, go down stairs to find mixing valve was leaking again. I called the tech back and told him since it was 8pm to not come back but have a supervisor call me, still waiting on that call. Also they plumed the drain to a floor drain and didn't pipe it into the floor drain so if the water were to leak it would spill into my finished basement. VERY Disappointed but I guess you get what you pay for next time ill go with the slightly more expensive option not even sure I want these techs or anyone at this company to EVER touch anything in my house again.. also still haven't heard from a supervisor you would think this would be a priority call to make things right but I guess I need to blast them on google to get a response.
