I'd leave negative stars if i could. We got stuck with Bussanmas because our builder uses them as his HVAC sub-contractor. I called Bussanmas out to our home on 5/29 because our AC wasn't keeping up the temp. When the problem wasn't solved after the first visit, I had their service techs out two more times over the span of a month. I was charged trip charges for 2 of the 3 visits. The last visit the technician told me the TXV valve in our geo thermal heat pump was faulty and needed replaced. Unfortunately, this was last Friday 6/28 leading up to the hottest week of the year. We suffered through extreme heat and humidity during the weekend and watch the temp soar to 90 degrees inside our home. It was so humid shelves fell off our walls. I called Bussanmas first thing Monday morning 7/1 to get an ETA on the part and repair. The first person I spoke to told me it would be two weeks but couldn't even give me a solid ETA. At this point my patience was wearing thin. Why was the expedited shipping not requested Friday? I hadn't even received an apology for it taking 3 trips to diagnose the problem or empathy for the fact that we were without AC during 95-degree temps with extreme humidity. I let that person know my displeasure! My call was then escalated to Pam and Brian. Brian told me he would work to get the part in that day and get it installed. I said great! that's what I want to here. Later Pam called me back to tell me the part would not be in until Wednesday 7/3 and that I was responsible for a $300 expedited shipping charge. Then she got defensive because I told her I was not going to pay another trip charge because of their technicians' negligence to accurately diagnose the problem the first trip. Still unapologetic, she sternly asked what I wanted to do. I told her I'd think about it. I told her I had nothing good say, so I am saying nothing. I was in disbelief there was no reconciliation offered for our troubles and that is how they treat their customers. Shortly after, Pam called back again to tell me she heard that I told their distributor, O'Conner, I felt their technicians were incompetent and assumed I was going to use another service provider. Then she hung up on me before I could even respond. That was the straw that broke the camel's back. I was to the point I'd go without AC the rest of the summer before I gave Bussanmas another red cent of my money. On Tuesday 7/2 I had another technician out, who came highly recommended, to look at our Geo system. Ironically, the TXV is not the problem! The Bussanmas technician misdiagnosed the problem again! To make matters worse, the technician that was sent on Friday 6/28(Duane) could've added refrigerant to get us by until the part arrived. Instead he chose to let us fry in the summer heat all weekend. As soon as the new technician added refrigerant, my house instantly got back down to normal temp and the correct part is on order. Even though he didn't have to, the new technician didn't even charge me a dime for yesterday's visit or the refrigerant. He was polite and gave us a break since we had been through so much grief, even though it was not his problem. Now that is customer service! He knows he will be compensated accordingly, and that level of service will put more $ in his pockets in the long run. In the end, firing Bussanmas saved me from a bill that would've been close to $1000 after parts, shipping and labor ($300 for shipping, $385 for refrigerant, and at least 4 hours or labor) that wouldn't have even fixed the problem. In addition, I had my house cooled a day earlier than it would've been had I stuck with Bussanmas. I paid a total of $269.64 to Bussanmas for the service calls that accomplished absolutely nothing. More than anything my frustration is from the rudeness and lack empathy from Bussanmas toward our situation. read more
