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Broadley's Plumbing, Heating & Air Conditioning complaints

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115 Roosevelt Blvd
Marmora, NJ 08223-1412 | Get Directions

(609) 390-3907

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Total Amount in Dispute:
$1,800.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Broadley's Plumbing, Heating & Air Conditioning closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Broadley's Plumbing, Heating & Air Conditioning

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12/26/2021

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $1,800.00 Amount Settled: $0.00

Customer Complaint

11/29/2021

I had a gas furnace approx. 4 yrs. ago Called the above contractor back and he came and said I need a motor but does not have one in stock It is still under warranty. I am 92 years and live alone and do not have any heat. for 4 days now and they have not been very nice to me when I call them. Their workers have most all quit saw that report on your site. This heater is not a name brand. I have now been told it might take months to repair. I contacted a new contractor and I have to get heat so it is going to cost me a lot more to get a new one installed as the new contractor cannot get the part. either. The new contractor is bringing me some space heaters until he can install the new one Broadleys said if I get someone else to get and install the part it would cost me/ $1800.00. The service man who came said he would not look at the heater unless I paid him $125.00 first so I gave him my debit card. Resolution Sought I am getting a new heater and would like my money back that I paid the Broadleys. Hopefully I will be getting my new one installed in no more that 2 days. from the new contractor'

Company Response

12/14/2021

On November 21st we received a call that Ms. Quitmeyer had no heat. We reached out to her and scheduled for a technician to go out and evaluate her system (our diagnostic fee is $125.00 which she was told prior to our visit). This fee is always collected after the service call of the diagnostic is completed. Prior to our onsite visit Ms. Quitmeyer stated she had Horizon HVAC out and they could not get the part, so they told her she should replace her system. We went out the following day (11/22/21) and diagnosed a bad motor. The unit is a Bryant unit (which is a name brand unit) – The motor for that unit is particular to that exact unit. You cannot just pick up a motor and install it. That being said, we reached out to our supplier and found the motor was on back order with no date of restocking. Once we knew we could not receive the motor in a timely matter, we offered to take space heaters to Ms. Quitmeyer while we tried to research and come up with a solution. Ms. Quitmeyer declined the space heaters as she said a neighbor brought her 3 to use. Our office continued to call our suppliers everyday to check if a date has been assigned for the back ordered motor. We researched the part number online and that everywhere it's usually available was on back order. We spoke to Ms. Quitmeyer numerous times and explained that the part was on a nationwide back order. I reached back out on Monday, November 29th to inform Ms. Quitmeyer that I was working on a solution and would have an answer with a resolution the next day. She proceeded to explain in a very nasty manner that someone else was coming out to replace the unit on Wednesday and would not let me get a word in to explain to her what our solutions were. This part was covered under the manufacture parts warranty and no matter what contractor she would contact, that part would still be under warranty as it's trough the manufacture. We never gave Ms. Quitmeyer a price on repair nor would we vouch for a price that another company would charge. She mentioned about contacting Horizon HVAC again and having them repair it and get the part. Our office told her she was more than welcome to contact another contractor but all contractors would have the same issue, as it is on a nation-wide back order direct from the manufacture.

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