Burton's Appliance Repair in Bowling Green, KY, a part of the business that is also known as Burton's Towing, did a good job of cleaning my 220 window air conditioner that I dropped off and picked up. It ran well for a week, then something happened and it started blowing warm air again. I called them and they came out, looked at it, and took it back to their shop. That was on 7/6//17. The secretary did not tell me until after the technician took my A/C back there that the technician that had worked on my unit previously was out of town until the following Monday. I felt like since it was already there, and he had cleaned it a week before, that he should look at it, so I left it with them. I received no phone call before 4:30pm on Monday, so I called Burton's. The secretary had the technician call me; at 5:10pm, he tells me that something has gone out on the control board.
On Tuesday, 7/11/17, the technician finally asked me for the model and serial number. It should be on the unit, to the best of my knowledge, but they say it's on the frame that's in my window; there are no numbers on the frame. I provided him with the correct model number based on the website for the store where I bought the A/C. He told me that he would be able to just order it by part number but the numbers on the part are in Japanese. I advised him of Google Translate and said that even I could dedicate some time to sit down for a few minutes and figure out what the numbers are to get the right part for a customer,
On Wednesday, 7/12/17, the technician actually called me to say that he had found the control board for $155; he did not volunteer an installation charge, I had to ask. I agreed to let him keep the A/C, order and install the part. He told me that he would have that part by Saturday and the unit ready by Monday, 7/17/17. At this point, they have had it for a week, while we sweat in this 90° Summer heat with only one 110 A/C.in my 800 sq. ft. house.
I do not get calls from the technician with updates; I have to call the office, at the end of the day, and ask, "Is my A/C going to be ready, as promised?". I am told, today, 7/17/17, after a week a half after the technician took my A/C back to the shop, that there is another delay. The secretary told me at 4:30pm that the technician says that without the serial number, he cannot find the right part and that she would have the technician call me right back. It is 8pm and I have yet to receive a return call, so, yet again, I been sitting and waiting another day in the heat with no communication from this very unprofessional man.
I am finding that this shop, and this technician, are incompetent. I am considering having the technician re-assemble my A/C and taking it elsewhere. Even just in the time since he found the issue, I could have translated the Japanese numbers, found and bought a control board, put it in myself (I am mechanically inclined), and had my house back to normal.
Thanks a lot, Burton's.
P.S. Burton's, if you want to respond to this, try explaining why I experienced all the unprofessionalism in the first place. A place of business should be professional, i.e return phone calls, keep customers updated on work progress, work hard to ensure customer satisfaction. Your business may be great at central heat & air at residences, but it is very clear that you do not have enough time or technicians to operate residential and in-shop repair, as your secretary has told me numerous times that the repair on my unit would be waiting until after "a big job" on certain days. Not taking care of all of your customers is going to cause you to lose at least some of your customers, in the long run. read more
