Wish we had found this site earlier. Our experience with Benair was a nightmare. By far the worst experience we've had with a service provider. They installed a ducted heating system in our home and from day one it did not work properly. Grudgingly they attempted to put things right and over the next 2 years that was never achieved. They were unprofessional, rude and totally incompetent. In the end we gave up but will never forget the dreadful experience which was so bad it affected our health.
No Customer Service When Needed Most
BenAir Bendigo initially were great, quick quote and installation but after the experience I have had the past 2 weeks I could not in good conscience recommend you. The air-con unit was installed only a month ago. Customer service is everything these days, anyone or any company can make a mistake/human error but what matters most and shows a companies true integrity and customer service is how one demonstrates accountability and deals with those mistakes. Here there has been no accountability, no service, and very little communication. After al...most 2 weeks since my initial contact, having no one get back to me, contacting again, finally sending a tech out to fix issue, only to discover the issue was not fixed and on top the staff member has cracked my kitchen ceiling by standing in the wrong spot. I have to contact again, have no response, have to contact again to be told by a receptionist I will receive a phone call today but didn't really want to acknowledge the issues even show a little empathy or apologise for no one getting back to me. Now today again no word from BenAir Bendigo. So I have 2 out of 5 vents not working, a cracked ceiling and no idea if they even care or are going to fix it... The feeling I'm getting is that they have my money so I'm not a priority and hope I'll just disappear. This whole situation could have been a much better experience if they had have even acknowledged me with a quick email or phone saying they are looking into it, they are very sorry for the inconvenience and someone will be in touch by x date. At least 4 staff there are aware of this issue and yet I still have no communication. Where is the "professional service" or the "qualified staff with knowledge, experience and professional attention customers expect and deserve" or the "support every step of the way" their website refers to? It's not hard to contact a client.
Top team - from sales to install.
I sought quotes from a number of firms in Bendigo. Whilst, I provided house plans for all - Tony [Benair] was the only one to come and do an on-site appraisal. After organizing an install date - the team arrived as scheduled - completed the installation of a Split system & Braemar ducted gas system [9 outlets] including hard wiring and switchboard modification by contracted electrician [arranged by Benair]. Well co-ordinated team [Scott/Reece] - professional service - very satisfied & warm customer.
- Verified customer
Fantastic job, and fantastic service.
We are now toasty and warm with our new ducted heating.
After a few days use, we realised that we needed another vent, and at the same time requested a few minor directional changes.
Benair were very quick to respond, and mid the week after initial installation, they were back to remedy. That is very good response time.
The system works very well, and we would certainly recommend them to others.
Thank you Tony, Bo and the team.
BenAir - Slack Service. Dishonest.
After 3 years into a 5 year warranty, my Haier reverse cycle split system stopped working around `1am about 2 or so weeks back. It turns out that "Ben-Air" were one of the "Haeir service agents."
After digging through some paperwork, it also turns out that they were the ones who originally installed it.
On the Tuesday I contacted them and arranged for them to come and repair the air conditioner - so I could have some mid winter heating - on a not to the minute basis, but to arrive within a time frame of somewhere between 12 and 2 on the Thursday.
Come 3pm - no appearance.
This is how they operate: ...They had made a time to come. They did not come. They had not bothered to call me to tell me that they were no longer coming. And if there was a genuine reason for not being able to come, they made no effort to contact me or reschedule to a different time. So I phoned them. During the call - when I cornered the guy he claimed that "They had a big commercial job" happen so they could not come. I did not feel very convinced as to the authenticity of his excuse. Further when one starts to operate differently to the first come first served basis, and "flippantly" dumps one customer over another "because that is where the money is" he claimed... one has to question their ethics and reliability. Further to this, if I had not have contacted them, they would not have bothered to contact me to reschedule to a different time anyway. But since I had to go out of my way to contact them, after they failed to appear - when this guy was cornered - it was only then, that he "offered" to come Tuesday - which was 5 days later..... I thought the offer was rather "Oh yeah mate, yeah, yeah next, Tuesday mate." as in he will say it and probably won't turn up again. The thing is that it's not just a plumber / air-con guy in a van, they also have an office and shop front, with at least one person in it, to take the bookings - who also made no effort to contact me to tell me about their "change of plans." I do not take kindly to being "stood up", and left in the lurch - freezing. Their slack approach to customer service and commitments is totally inexcusable. Their write up on thier own site, about how "professional, respectful and outstanding their service is" contrasts quite badly with their laziour fair` attitude towards meeting their obligations. "Benair on Breen Street, Bendigo's Best... Benair is a locally owned and operated business who employ all locally based staff, that means your dollar stays in Bendigo. Our team of qualified staff offer you the knowledge, experience and personal attention you expect and deserve. Our regular communication will ensure you receive the best outcome for you or your business. Whether you wish to have a full comprehensive maintenance program set up tailored to your needs or just need a tap washer changed, please consider the team at Benair." At the end of the phone conversation I told the guy to go tie his pipe in a knot. The folks of BenAir Plumbing and Air Conditioning are not working for me again.
Questions & Answers
Has anyone had there breezeair air conditioners been half installed due to a fault with the fans not working and never hear back from anyone at Benair after paying a large amount of money for the aircon and unit and they never come back the next working day just move onto another job and never come back to fix it and your left with a brand-new unit thats not working and told it doesn't matter as it's under warrenty. Not on if you ask me it's a brand-new unit I paid money for and paid them to install it, last week and still today left with no air con I am looking for further Information. Another air conditioning company has told me to ask for an amount of money back as to due to a new unit it should not have faults as to paying a large amount upfront for the best unit they have. Can I do that as I am not happy and spent alot of money with this company for no-one to come back and have it fixed...... any advice would be much appricated.
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