Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved in my new d r ****** home dec 20th 2024. The heating unit has not been working since I moved in. The company has sent out 3 different people for a total of 9 times. They left last week saying the unit is froze up. It's still not working and they will not return my calls.

  

  Business response

  02/06/2025

  Hello, Caryl Mechanicals will be replacing your condenser. I believe that one of our associates have contacted you for scheduling. If this has not taken place, please let me know.

   

  **** ******

  General Manager

   

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Caryle Mechanical placed a brand new hvac unit at my home when it was built in 2020. I have had 2 companies come out and to give me a diagnostic on the unit where they advised me the technician did a poor welding job on the suction line king valve joint. And now I need a brazed and for my Freon to be refilled. They both suggested I should contact the company because they stated the welding should have held up for a life time. When I spoke to the manager and read verbatim what the companies said his response was the cost I would have to pay for them to come out. To repair something their technician failed to do correctly the first time. I find it so odd that 2 different hvac companies gave me the same response based off a simple diagnostic.

  

  Business response

  08/08/2024

  Hello. Looks like the home in question has a start-up date of December 2020. This would be extremely unusual for a leak to exist for such a time frame (nearly 4 years) without having issue until now. Within in the nearly 4 years, Caryl Mechanicals has never been called for service to the system. Caryl Mechanicals has a 2-year warranty period from start-up date (December 2020) by contract with **************** for situations such as this. Caryl Mechanicals with review all records of the home in question and see if any inspection errors are on file.

  Customer response

  08/08/2024

   
  I am rejecting this response because: It depends on the size of the leak. For example, the tiniest leaks can take years to be noticeable. I have to reputable companies come out and give the same diagnostic. So please dont insult me by trying to act as if the Freon would leave out quickly when where the Freon is leaking is very small. Which hence why it took years to fail. Both companies who looked at my unit advised that if it was there company who did the poor welding job they would fix it at no cost. Which explains why you have a 1 star review on Google. 

  
  

  

  Business response

  08/15/2024

  I understand your frustration. Nobody is trying to "insult your intelligence" we have to be able to look aspects of the situation. It is odd for it to take 4-year period to release the freon in the system. I am more than happy to escalate to the president for further discussion.

  Customer response

  08/15/2024

   
  I am rejecting this response because:
  I do want you to escalate this to the president, but how is it odd if its a tiny leak? How long have you guys been doing installations.  It takes years for Freon to leak out. When you guys did the welding isnt it suppose to last longer than 4 years? I was advised that it should last forever is that not correct?  Who buys a brand new home that was just built and the hvac unit runs out of freon in a few years? A unit your company did the welding on. I provided a picture where the leak was coming from its so tiny you cant even see it. 

  

  Business response

  08/20/2024

  Hello

  If the situation still needs to be corrected, we will do the work. Please contact our office to set an appointment for diagnostic review.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New home build with HVAC cooling issues. All ducting and units installed by Caryl Mechanical.Summer 2022 Caryl Mechanical was tasked by their service manager with upgrading 4 of our HVAC ducts from 4-6" to 8". The installation technician upgraded 3 of the 4 requested. The 8" ducting hands off to 6" ducting instead of continued 8" to the boots and registers. The technician did not upgrade the boots or registers.Fall 2022 Caryl Mechanical decided to upgrade our our home HVAC from a 3-Ton system to a 4-Ton system based on their internal discussions. The technicians installed a 4-Ton condenser and a 3.5-Ton blower.Summer 2024 the unit still struggles and the home does not properly cool. A third-party consultant came to investigate the issue. Third-party found that the mismatch of the blower and condenser is causing a loss of air. Third-party also confirmed that the 8" ducting to 6" ducting/boots is causing loss of air. Had another third-party company independently review the installation and they came to the same conclusions.July 1, 2024 first call to Caryl Mechanical and their receptionist told me that a manager would call me back. Tried to follow up on July 2, **************************************************************** July 3, 2024 received a call from another third-party saying that they spoke to the Caryl ****************** Manager and that I would receive a call. July 12, 2024 call to Caryl Mechanical with no answer, left a voicemail. No response at all.July 16, 2024 my spouse called Caryl Mechanical with no answer and left a voicemail. We received the email address of the Service Manager so I sent an email to their ****************** with the manager copied. No response at all.July 23, 2024 followed up on the initial email with still no response.

  

  Business response

  07/24/2024

  Caryl Mechanicals will retrieve the repair history and notes of the work that was done in 2022 and review. Once reviewed, Caryl Mechanicals will see what the proper next steps are. 

  Customer response

  07/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Hvac stopped cooling. We contacted Caryl Mechanicals (they installed the Hvac system). A technician came out, and later on we found out there is a refrigerant leak in the copper lineset. The very tiny leak comes from tiny openings in the lineset along the 1st and half the 2nd floor. *********************** from Caryl Mechanicals asked me to contact PDM US (Company where he said they purchased their copper linesets) about the lineset warranty.PDM US replied saying the leakage showing in the video is a copper manufacturing imperfection called (zipper). They asked Caryl Mechanicals to fill out a form for a lineset credit.I called *********************** to ask for help replacing the installed malfunctioning lineset. He agreed to replace the whole lineset and get the system running for no charge. I confirmed that with him, and i also agreed to take care of the drywall fix. ***** called on May/30 asking me to text him the house address and my phone number so his office schedules an appointment and he also asked me to open the 1st and 2nd floor drywall to help his technician with access to the lineset. I texted him the house address, and I opened the drywalls. I called on June/3 to schedule an appointment, *********************** told me he couldn't replace the lineset with no charge and the cost now is $2500. He also suggested contacting PDM US to pay him for the installation costs.PDM US replied saying after careful reviewing the provided leakage lineset videos, they realized that the product is not theirs, and that is elastomeric insulation (rubber) which they do not produce.I asked *********************** to find out where Caryl Mechanicals purchased the lineset from, but he didn't reply to the email.Caryl Mechanicals purchased and installed a defective copper lineset in our house in 6/2019, and copper lineset should last for about 25 yrs, not only 5 yrs.Now we're left with a broken AC in this hot summer and open drywalls on 1st and 2nd floors, with concerns about exposure to hazardous gas.

  

  Business response

  06/13/2024

  Hello. Caryl Mechanicals did perform the install on this home. The install took place in 2019. There has not been an issue reported to Caryl Mechanicals in reference to the line set until May of 2024. As per contract with **** Journey Homes, who is the builder of the home, Caryl Mechanicals is obligated to a one-year of warranty coverage. The line set in question is not produced or manufactured by Caryl Mechanicals. Since the line set malfunctioned after the one-year warranty period, then the homeowner would need to take claims to that manufacturer. Caryl Mechanicals is more than happy to help file any claim needed. If the manufacturer is willing to provide a credit for the line set, Caryl Mechanicals would provide another line set at no charge. If the manufacturer is willing to provide funding to cover the labor involved along with the cost of refrigerant, then we would do the labor at no cost to the homeowner. If not, Caryl Mechanicals would have to charge for the labor and refrigerant as Caryl Mechanicals is not be responsible for a manufacturers defect that appeared five years after installation.

  Customer response

  06/16/2024

   
  I am rejecting this response because:

  That is incorrect. In 2019, We reportrd a whistling noise coming from the wall of the 1st floor and reduced cooling. Caryl Mechanicals sent (******) to fix the issue.

  I followed (***********************) instructions to contact the copper manufacturer (PDM US) and they eventually said this is not thier product. (Provided Evidence and ***** was CCed on the email).

  Can you please provide the correct copper lineset manufacturer?

  
  

  Is Caryl Mechanicals responsible for having me open the wall of the 1st and 2nd floor that i was told to do by (***********************)?

  Also how could you tell us that you agree to fix the issue at no cost and ask me to break down the walls of my house, but then a couple of days later change your mind and leave me with broken walls on 2 floors?

  This is very UNPROFESSIONAL.

  
  

  Caryl Mechanicals purchased the copper lineset not me. So the least you could do is to ask the manufacturer for a replacement and the fix costs since you bought it and it is a defective product.

  

  Business response

  06/18/2024

  Yes, we will research the manufacturer which was used in 2019. We should be able to provide that information by close of business Friday the 21st, 2024.

  thank you.

   

   

   

  Customer response

  06/21/2024

   
  I am rejecting this response because:

  
  This is ridiculous.

  All of the information you provided is wrong and a waste of time.

  
  

  You provided us with the wrong copper supplier.

  You informed us that you will be fixing this AC issue at no cost, but you denied it later.

  You said we never had AC issues after you installed the system, but we contacted you about whistling noise and AC not cooling in the 1st month after installation.

  You asked me to break down the walls in my house and totally ignored this issue as if there is no cost on me to fix this huge mess.

  
  

  Here we go again as I was told that AC will be fixed, but it never happened. You didn't provide any copper manufacturer info on Fri 06/21 like you said you were going to do.

  
  

  We haven't had AC in the house for a month and a half in this burning heat because of the back and forth with this nonsense with Caryl Mechanicals. Please stop wasting more time and fix this problem.

  

  Business response

  06/25/2024

  Hello. I was informed that the line set company that was used in 2019 was manufactured by ****** Marketing. Part number 383412PE-50. The distributor did switch to PDM that December. Customer Service ************. Please let me know if this is helpful.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is against the contractor Caryl Mechanicals concerning issues related to the **** maintenance and gas line in my home, which is only two years old.Issue #1: Gas Line Not Up to Code and Oxidization On October 27, 2023, I had my **** system maintained and was informed by the **** specialist that the gas line in the attic was not up to code. Additionally, the main gas line supplying gas to the stove and water heater is showing signs of oxidization. This is concerning given the relatively new age of my house. I have attached pictures and a description provided by the **** specialist for your reference.Company's Response:In response to my query, *************** *************************** forwarded my complaint to Caryl Mechanicals *********************** stated that the bluish substance observed on the gas piping is not corrosion, but rather a special flux used in soldering the pipes. They assured me that there were no code violations and that the setup passed all necessary inspections during the build.My Follow-Up Request:Despite this explanation, I requested further information on November 1, 2023, regarding the type, manufacturer, and receipt of the pipe and rod coat used by **************** and *************************. After a few days of response from *************************, I contacted ******************************* D. R ****** Warranty Manager, and was told to contact Caryl Mechanical directly. This information is crucial to fully understand the integrity and safety of the gas line installation in my home. As of the date of this letter, [Company Name] has not responded to my request for this information.Resolution Sought:I am seeking a prompt and thorough response from [Caryl Mechanics providing the requested details about the materials used in the gas line installation. It is imperative for my safety and peace of mind that we have a clear understanding of the quality and compliance of these materials.Thank you for your attention to this serious concern.****************************************

  

  Business response

  11/21/2023

  Caryl Mechanicals has received the complaint submitted by ************************. We will need to gather some information in order to satisfy the request. Once the information is collected, We will respond again.

   

  Respectfully

  Customer response

  11/21/2023

   
  I am rejecting this response because: I am yet to received documents requested made on my initial complaint. Until I received those document my complain will not be satisfactory.
  
  

  

  Business response

  12/01/2023

  i am checking n to see if the correspondence was received.  i do not see the last statements in the history. Please let me know. Thank you.

  Customer response

  01/12/2024

  I am rejecting this response because:
  

  I am writing to follow up on a complaint I filed on November 20, 2023, regarding the gas line installation conducted by Caryl Mechanics in my home. The crux of my concern is the lack of clarity about the materials used in this installation. Given the potential safety implications, it is crucial for me to understand the quality and compliance of these materials to ensure the safety and integrity of my home's gas system. In my previous communication, I specifically requested detailed information about the materials used by Caryl Mechanics during the installation process. However, I am yet to receive a satisfactory response or the necessary documentation that would address my concerns. The importance of this issue cannot be overstated, as it directly impacts the safety and well-being of my household. Therefore, I am seeking the Better Business Bureaus intervention to facilitate a prompt and thorough response from Caryl Mechanics. This information is vital for my peace of mind and to confirm that the installation adheres to the relevant safety standards and regulations. I deeply appreciate the Better Business Bureau's support and assistance in this matter. Your role in ensuring accountability and transparency is invaluable, especially in situations where consumer safety is at stake. I look forward to a prompt resolution of this issue and thank you in advance for your attention and intervention in this matter

  

  Business response

  01/18/2024

  Hello

   

  I have sent the materials that are used in our gas line installations direct to the BBB in a separate email. They will forward them to you. Please let me know that you have received the attachments and if you have any further questions.

   

  thank you

  Customer response

  01/18/2024

   
  I am rejecting this response because: I am yet to received material that were used and invoices for those material to make sure dates lines up with when the house was built.
  
  

*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. ↩