Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pipe on the air conditioner was dislodged and caused a flood in the basement. The service was done on a Saturday 8/10/2024 to repair the air conditioner that was not working. Somehow during the work, the pipe on the pump was dislodged. I didnt discover the water damage until the following Wednesday. The technician that came out explained to me what happened then replaced/repaired the pipe on the pump. He said he would report the water damage to the manager. We discussed how wide-reaching the water was in the basement and how amazing it was on one side more than the other. The technician did not report the damage nor take any pictures. It didnt occur to me to take any pictures. I relied on the technician to make the report to the manager. A week later, the air conditioner stops again. This time one of the technicians knocked the overflow pipe off of the hot water tank. At this point I contact my home warranty and reported both issues. The manager from ****** contacted after a Secretary called for details. I was told by the manager nothing would be done about the hot water tank because the technician pushed it back on. Because I had no pictures of the flood and only the receipt for removal, I would only be refunded the removal fee for the damaged items and not the replacement cost. There has been poor customer service throughout this process. On the 3rd visit. Yes three visits. My appointment was changed without notification before someone came out.

  Customer response

  09/25/2024

  I have not received a response from my complaint.   I did, however, receive a check for $125 from the Myers.  The check was sent folded inside a blank sheet of paper with explanation or apology.  The check is not an acceptable resolution for the damage at my home.  The $125 covers the fee for the removal but does not cover the damaged items.  Please advise.
  
  Thank you,
  ****** *******
  

  

  Business response

  10/01/2024

  We have spoken with this customer and after investigating we were unable to verify claims that we were directly responsible for the damages to the several items the customer claimed were damaged. However, out of good faith, we paid the $125 removal fee for the customer. They have been informed that this is all the reimbursement we will be offering.

   

  Myers Comfort Specialists
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our air broke on 6/14.We filed a claim with our home warranty company.Myers said they could not get to us until 6/24.On 6/24 they came out and said we need a new compressor.On 6/25 they told us they actually wanted to replace our unit instead.By Friday,our warranty had approved it,we picked out a new unit/parts,and everything was ordered.By Sunday our parts were ready to be picked up.Myers picked up our parts but first told us they couldnt get to us until after the 7/4.I am 8 months pregnant with a small toddler and our house was 90 degrees.It was unlivable.They then call back and say they can get me on 7/2.We waited in our 90 degree house from 10:00am-5pm for them to come.At 4:30 (so almost their closing time) we get a call saying that a guy had quit so we were off the schedule.Then we were told the scheduling person wasnt there so they would call us right back.They never called us back, the next day we get a text that we cannot be helped until 7/9.I 4 weeks now without air, and we had to go home. We cannot even switch companies because Myers has our parts that we paid over $1,000 for. On 7/9 we were waiting around again and never heard if someone was coming. I feel as if this company is very unprofessional and do not care about people suffering. We were punished and my family had to suffer without air for because of Myers negligence. When that technician quit we should have been rescheduled immediately for the next day. Its now almost 6pm on 7/9. We have called all day to see if our technician is still coming. They kept saying he is coming just running behind.They close at 5. No one has called us, we do not know who our technician/how to contact him, and no one is in the office answering calls. They didnt even have the decency to be honest and tell us he isnt coming today. Now we are without air for who knows how much longer not to mention they have the parts we already paid for.

  

  Business response

  07/10/2024

  Job was completed at 9:47PM last night.

   

  We have had several employees call out sick each day lately and it has been incredibly difficult both on the dispatchers for scheduling, and our guys in the field who have had to work day and night through grueling conditions to get to as many customers as possible. We apologize for the delay, but we have been, and continue to do everything possible to get everyone serviced in a timely manner.
  

  Customer response

  07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable. However, I think my review should be posted so others can decide for themselves if they would like to do business with them. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American Home Shield (HMS) sent Myers Comfort Specialist to my home to check my ** unit because it wasnt cooling. When they arrived they said the refrigerant was low. He tried to sell me a new unit (as they usually do) but when I rejected the offer, he added refrigerant, without checking for or repairing the leak. This cost me $400. A few weeks later the ** unit stopped cooling again. When Myers came out this time I was told the compressor and quick disconnect were bad and needed to be replaced. They ordered and installed a rebuilt compressor on Aug 1, 2023. This time my cost for the refrigerant was $1,200. They did not replace the quick disconnect because I called and complained about them replacing parts for no reason just to make money. AHS sent Myers back to my home on Aug 23, 2023 for the same problem - ** unit not cooling. Before they came out I called to inquire about them not repairing the leak prior to adding refrigerant. I spoke with a very arrogant guy named *******. When I asked ******* if they usually check for and repair leaks prior to adding refrigerant, he was unable to provide a straight answer. I said adding refrigerant without preparing the leak would be like adding air to a tire without repairing the tire. ******* Responded very sarcastically, I dont know, Im not in the tire business. Wow, what an answer for a supposedly supervisor speaking to a customer! ******* said that I would not be charged for the refrigerant this time and he would get back with me on Friday Aug, 25, 2023. He DID NOT!!! ******* and the tech informed me on Aug 23, that the the evap Coil was leaking and that my return air flow was too small. Myers replaced the furnace in Mar, 22 and blocked the return air flow at the unit. I asked the tech about blocking the return and he said new furnace would not need it . The evap coil leakage was problem the issue that caused the unit to be low in refrigerant from the start but they failed to check for leaks!

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company did work a by my home warranty service. They advised the warranty company several items were out of code and warranty does not cover such items. However, nothing was out of code and I was responsible for the charges. Myers charged $95 to replace 3 of pvc pipe that was part of the installation on the ** evaporator coil.They charged $395 to trim the duct work so the new coil would ******* is part of the installation process it was not out of code prior.They charged $195 to paint mastic over the sealing tape on the duct which again is part of the process. The mastic can be purchased for $20/gallon. They used probably a quart and it took 10 mins *** to handle.It all boils down to them telling the warranty company we were out of code and then charged ** ridiculous prices for the non covered work.I visited the office of Myers and was told they will do nothing

  

  Business response

  06/09/2023

  ****************,

  You are misunderstanding what these code items are. These are not "violations", but code requirements on every install of this type per the state board of HVAC in order for the installation to be up to their code standards. It would be illegal to ignore these requirements, we are simply abiding by the law. These items happen to not be covered under your contract through your home warranty company. This is not in our power to determine. We report the cost of installation to AHS, and they determine your out of pocket cost based on your contract coverage.

   

  And yes, I'm sure you can scour the internet and find the cheapest bottom shelf mastic for $20/gal, and it would be easy to think you are being overcharged. We take pride in the work that we do, though. We use high quality materials in every installation we do. There is also the labor to apply the mastic (which is generally longer than a 10 minute process, not sure where you got that from), as well as the labor to remove any remaining mastic from where the previous unit was sealed onto the system.
  

   

  I understand that you are upset with the amount this installation cost you. HVAC work can be very expensive stuff. In your case specifically, a vast majority of the cost came from the refrigerant. Your system holds a massive amount of refrigerant, and unfortunately refrigerant is just a very costly part of this industry. Additionally, your warranty company did cover a good amount of the cost for this installation. It would have been a significantly larger out of pocket cost for this installation without AHS. Regardless of what company you chose to perform it.

   

  In any event, you were informed of these costs from both AHS and our company prior to the installation, and you accepted them. If you had any grievances with the cost, you would have been well within your rights to decline service through us and seek other options at that time. For that reason, we will not be offering a refund for the work we performed at your home.

   

  We appreciate your understanding.

  Myers Comfort Specialists
  

  Customer response

  06/14/2023

   
  Complaint: 20099825
  
  I am rejecting this response because:

  The warranty company rejected the disputed charges because they said Myers stated these were code violations. 2 reps from myers stood in their office and told me they did not tell AHS there were any code violations. I asked Myers to advise AHS, the warranty company, that there were no violations so I could be reimbursed but they obviously have not done so.

  AHS states they can only go by what myers tells them and myers has not told them there were no code violations on my unit prior to any work done.

  Obviously, any work done by a licensed hvac company must be done "per the codes" so to state certain parts of the repair were due to the system being out of code is blatantly false. There was nothing mentioned about the coil installation gas and or electrical connections having to be up to code which we know they were so why choose a few overpriced items to state them being out of code???

  to again state I approved the work before it was done is a very unprofessional and lame excuse at best as they tech would do no work until I paid them on th spot. It is hot in the south and we needed AC. When I asked the tech about the charges he said "********** to AHS and they tell us what is or is not covered." I asked why these items were not covered and he said he didnt know why.

  Back to the mastic which can be purchased $27 low to $70 high retail for a gallon there may have been a pint used on my repair and it is applied by brushing over the sealing tape on the plenum. if a qualified tech cant do that in 10 mins he/she doesnt deserve the position. $195 for this activity is exorbitant.

  finally, I have repeated asked for a written explanation of the code issues and exactly what was not to code and/or what had to be done outside of an ordinary repair to my system to follow the code and I have not received it.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/15/2023

  There is no new information in your response, all of your concerns were addressed in our previous response, and our stance has not changed.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩