Complaints

• Initial Complaint

  07/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ET Mechanical charged us $20 plus tax, monthly, to be a part of thier 'comfort Club'. With that membership comes two free services. Typically spring/summer and then again fall/winter. Prior to Sept 2023, ET Mechanical failed to contact us for our service call yet continued taking our monthly payment. We didn't know we had to call. They said they would call us. Then in Sept 2023 all confront Club members recieved an email saying they would no longer be contacted for the free service calls. We would have to contact them. From Jan 2023 - Sept 2023, no one called us and we never received our service. ET Mechanical stole approx $180 plus taxes from our family. And, I'm sure we are not the only clients they've done this too. I made a very rude, one sided complaint to ET Mechanical, demanding a call back from the owner, ****, and instead they called my husband and canceled all services and promised to reimburse us the monthly payments for 12 months. No plan is in place and frankly, I don't trust them. The techs coming here were missing the problem and it took them over a year to figure it out. Reoccurring problem, same crap answer, 'there's nothing wrong.' Then by the time the lead tech came and 'found' the problem., our warranty had ended. Of course it did. I feel as if this company does shady work. Over charges for incompetent tech's and then had been stealing money from comfort club clients. What saves them now is an email, from Sept 2023 onward, saying they are not responsible for setting up paid, routine service calls. This is thier saving grace after Sept 2023. But prior, no. There is no saving grace for defrauding Canadians of thier money. Claiming to provide a service and then not meeting thier service requirements. I'm sure they've stolen money this way from others too. An investigation should be made into this matter. Thank You.

  

  Business response

  19/12/2023

  Good Afternoon, 
  We have discussed this issue with this client husband and have agreed to issue a refund for the last 12 months of their Club Membership fees as 1 of 2 maintenance visits was missed by us. The amount refunded totaled $261.86 and was transferred to this client on December 7,2023. As part of this agreement and due to the nature of the comments directed at our dispatcher by this client we have cancelled their annual membership and refused service to this client going forward as mentioned in their statement as we are not comfortable sending any of our employees to this location. A copy of the recorded phone call between Ms. ***** and our dispatcher can also be forwarded should it require review. 

  Customer response

  20/12/2023

   I am rejecting this response because:
  ET Mechanical may of paid us back, but that was only after I forced their hand. After other phone calls for a ******* to call back, we recieved nothing. 

  So yes, I had to get tough. If calling the company's ******* (****) a ***** then yes, I said it. It's true. If saying to the employee this isn't the first time the company has stolen money and didn't give maintance, true! If saying to the employee he works for a highly unethical company is 'offensive' maybe you should steal from hard working clients?! 

  We never been rude to the maintance staff, but you've sure sent some uneducated people our way. However, when it comes to having to fight for our right to our money and service you stole from us, your darn right I'll resort to '********' as, again, this isn't the first time you've failed service and still took our money. 

  But, it is the first time I've become rude enough to **** you off. ****, the owner, can't handle the truth. 

  Sorry ****, but your a ***** and are now hiding behind a policy just created in Sept 2023, so to legally cover your backside. 

  I'll ask BBB to review this company's books and service calls, as you'll find more clients like me. Just most people don't speak thier minds at risk of the company withdrawing. For me, I say I'm better off. 

  Again, 95% of your tech's are incompetent and uneducated in our heating and cooling system, which surprises me as you installed it. However, it was installed under the last owner, who was much more professional and appropriate. 

  Please. BBB, dont let this refund stop you from investigating furter. Also, read the goggle reviews. Many people speak upon this company in a poor light. 

  Dear, ET Mechanical. Do better and costumers who have to become rude and demanding and force your hand. The only reason you, ****, called my husband is because I beca.e rude and demanding...... because asking nicely for me no where. 

  You've trained your reception right, they support your I'll management and ******** ***** 

   

  
  

• Initial Complaint

  28/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a heatpump from this company 2 years ago. Last April it started making a loud screaming noise. The company came and said it need a part replaced. Between April and June they kept telling me that the part would take 2 weeks. Then in June I was told that they didn't know when it would come. I asked to speak with a manager but never received a call back. In Sept I called again and they said they would replace the inside unit. It's now been almost 2 months and they are saying again that they don't know when that unit will be coming in. It's moving into winter and I can't use the heat pump because it gives my daughter a headache. It sounds like a jet engine taking off. The service has been absolutely unprofessional and unacceptable. I want the entire this replaced at this point with a new brand if they can't figure this out. I paid them over $3k.

  

  Business response

  31/10/2023

  We have contacted this client and apologized for the extended wait time due to parts required to complete this repair being on back order from the manufacturer. As a result we have agreed to replace the entire indoor portion of this heat pump. This work is scheduled to be completed today (October 31, 2023) at no charge to this client. We believe this replacement with completely resolve any ongoing issues with this equipment. This has been discussed with our client and our hope is that this provides a satisfactory resolution to all parties involved. 

• Initial Complaint

  29/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My problem is this company came fix my air exchanger the circuit board was damaged. They said have replaced it in August 2022 Ok. In December 2022 they said part came call have it installed. Call them spoke too **** said charge was 800.00 dollars have new one installed. This warranty part being replaced so how can they charge that much. Also was told if sign paperwork they will give me part but they accepted no responsibility after that unit bought from them in 2020. Just want my part installed not for 800.00 they are responsible for anything under warranty. Thanks you

  

  Business response

  03/01/2023

  The customer's HVAC was installed by us on February 5, 2021, which comes with 1 year labour, 5 years electrical components and 7 years Motor warranty. On September 01, 2022 during our regular maintenance visit. Our technician has found faulty Circuit Boards  which needed to be replaced under Parts Warrant - we did NOT damage the circuit board. We provided estimate on the same day, and the customer agreed to order the parts with the charge of $700 + HST for labour only which was NOT under the warrant. When the parts finally arrived in November and we contacted the customer for appointment. The customer then refused to pay for the labour charges. We were and are ready for this repairs (remove and re-install circuit board) and we are waiting for the customer's final decision. Any warranty left on this unit will be waived if the warranty replacement parts were NOT installed by a licensed technician.

  

  Business response

  04/01/2023

  The technician's skills requirement are different between the warranty claimed parts replacement and the regular maintenance. The customer's location is about 1 hour driving distance (one-way) from our company in Fredericton, NB. The estimate was presented to the customer on September 01, 2022 and it has been discounted by 20% since the customer is our Home Comfort Club member. 

  Customer response

  04/01/2023

  I am rejecting this response because: I will paid150 for gas no more if not accepted i will be in pckup my part in few dsys have some else installed  it and be canceled my monthly payments for maintenance.  
  

  
  

  
  

  
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THIS COMPANY INSTALLED A HEATPUMP IN MY HOUSE IN 2020. SINCE INSTALLATION IT WAS NOT WORKING PROPERLY. THEY SENT AT LEAST 10-15 TIMES DIFFERENT TECHNICIANS BUT COULD NOT FIX IT. RATHER MADE IT WORSE. ALSO THEY DID A LOT OF DAMAGE INSIDE THE HOUSE WHILE TRYING TO FIX IT. APPERENTLY THE COMPANY USES STUDENT TECHNICIANS. AFTER REPEATED REQUESTS THEY ARE REFUSING TO CHANGE THE FAULTY HEATPUMP. NOW WINTTER IS AT THE DOORSTEP. I AM AFRAID I HAVE TO TO SUUFER AGIN IN THIS WINTER WITHOUT HAVING PROPER HEATING SYSTEM. I HAVE SPENT A LOT OF MONEY WITHOUT ANY RESULTS.

  

  Business response

  12/10/2022

  We are aware of the issues this client has experienced. The last time we provided a service to this client was May16/22.  At the time our technician was instructed to upgrade a portion of the installation to resolve a known pressure issue. Since then we hadn't been made aware of any issues at this address until approximately five months later in September 2022. At that time we scheduled one of our technicians to attend and diagnose the problem. When our technician arrived he was able to take a temperature reading from a floor vent near the door that indicated the unit was heating but was denied access to the unit for further investigation as to what, if any, problems might exist.. Unfortunately without being able to access the system we are unable to determine what the issue is and how to move forward with a resolution. Additionally it is worth mentioning that we have not been made aware of damages to this clients home nor have we had 15 technicians attend this address, there have been 4 different technicians at varying levels of experience, we do not employ "students" but we do employ apprentices like most skilled trade related businesses. 
  
  
  We are willing to work with this client to resolve any issue within the guidelines set by the manufacturer's warranty process as we have done for clients in the past, this process can result in repair or full replacement of the system however that outcome is determined by the manufacturer and based on information we normally gather at their request. Unfortunately as we have been denied access to this system we are unable to gather the necessary information required to proceed with this process. Any assistance you can provide in assisting to resolve this situation would be much appreciated. 

  

  Business response

  18/10/2022

  Good Morning,

  We understand that you're having operational issues and are willing to assist in resolving this issue. Since this system was installed we have followed the manufacturer's warranty guidelines regarding troubleshooting and repairs to the system as needed. We are certainly willing to continue to help resolve any issues with this system but as previously mentioned we are bound by the manufacturer's warranty process and for any further action to occur we are required to follow their process. This would require access to this system by our technicians. To date this client has refused us access, in turn we are unable to proceed with a resolution. We want to help get this to the finish line. Please help the client to understand that we need in to his home so we can resolve the issue. They are not allowing us in currently and we are ready and willing to go. 

   

   

   

  
  

  Customer response

  18/10/2022

   I am rejecting this response because:

  They came to my place already 10 to 15 times to solve the problem.

  Its too much for me. It never worked. They never fixed the problem.

  So under these circumstances only option is to replace it or refund.

  Thanks
  
  

  
  

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