On Sunday, July 1, 2018, we called Boonstra for service on our AC unit as it was not cooling. We were told that a service rep will be available on Tuesday, July 3, 2018 to perform a diagnostic evaluation. When the service rep arrived and after inspecting the unit outside, he indicated that refridg valves needed to replaced, as well as the refrigerant needed to be replaced. He could not do the fix as the valves needed to be ordered and a service appointment arranged. The appointment was set for Thursday, July 5, 2018. He also went through the different levels of service plans available depending on the repairs. He told us he could not indicate the level of cost, but what he saw was needed would indicate a level 2 or level 3. He went on to tell us that if we reached a level 4, then it would be advantageous to take our their Protection Plan. He circled this level on our receipt/service agreement to remind us that if we reached this level of service, we should consider their Protection Plan. He stated that he could not give us the actual cost, as his job was to do a visual inspection only, and depending on the actual work needed would depend on the next appointment when the AC tech completed his work/repair(s) as per original diagnosis. On Thursday, July 5, at 8:15 am we received a call from Boonstra stating their service rep was on his way. At 9:30 am, the service rep arrives. He had the new valves and commenced work. During his work, he made several phone calls, and later he indicated that he was going for lunch and we told him where the nearby Tim's was, This lunch break was for 55 minutes and on the invoice this time coincide with a charge of vaccuming the unit. The service time was exaggerated by what was billed and the work that was actually performed. We were charged for a level 4 service which indicates a severe repair and what was actually done was replacement of the valves and replenishing the refrigerant. We told the service rep that the work and actual repair did not warrant the cost, and therefore requested to speak to his manager. The manager stated that original service rep circled this level of repair and we explained why it was circled as stated above. She was not listening to our concerns or what happened. When we mentioned a lunch break, she stated that their service reps do not take lunch. She also stated that she was not going to lose money on this job. We argued and fought to have the cost reduced. The manager finally relented to reduce the cost to their "membership" level, which is still unacceptable due to actual work performed and actual repair. This was the best orchestrated sucker punch from start to finish. . There is no misunderstandings just dishonest business practice. We will never use them again. We hope this will help any potential customers considering using Boonsta's service to stay away unless they want a high bill for little service. As a side note, we know you will post this review indicating our concerns, and therefore we expect their standard template on how sorry they are about the poor performance and a contact number to call and discuss further. Booster has this same response on the your website as well as the Better Business Bureau website. It is further indication that they do not care about their customers as they do address individually the concerns about their service and business practices. VERY DISHONEST
