Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** owner of AMP Mechanical, Through First American Home Warranty (FAHW) came to repair my **** on 9/17/24. I purchased a New system from them for $8,400, because he told me the warranty company would not pay to have the coil taken out and put back in at a cost of $2,200 to me. He told me he could put in a more efficient unit than I had for my downstairs, Service it for 5 years 2 times a year with filters and that the **** was on sale at half price. Also, he could do it the next day. I talked by phone to **** the co-owner about the ***** brand, he assured me it was a good system & that's what he had in his home. I took them by their word. Giving it a few days, there was a problem with airflow to one bedroom, I had to leave the window unit in. When I got to talk with ****, he said give him a week to figure if it needed a fan added to ductwork. They never came back out to look at it. I kept checking back through calls, messages & emails. No response till I got an email on 11/15/24, stating he could not help me, I would have to contact someone that could install a booster fan. Before I agreeded to intall the ****, he told me I would not have to pay him any more than the $8,400. **** suggested I get a second opinion at my expense and summit a report. I did this and Specific Air came out on 11/25/24 and found code violations to venting pipes, no permit was used, startup of the system was not done, leaks from the unit and vent pipes and screws missing. Also, a possible problem with the gas line. While on site Specific Air got kinks out of ductwork taped unit where it was leaking air, did the startup and bosted fan to resolve issue to the bedroom. All not done by ***. Now that heat is needed there could be a danger of carbon monoxide. I am using space heaters till I can get it properly repaired and to code. I sent an email asking AMP Mechanical if they would come fix this, with no response. I ask for a copy of my contract with them and again no response. I give an F!

  Business response

  12/09/2024

  full system installed 9/18/2024 customer got a cash out from home warranty for the amount of the evap coil portion of the claim, to clarify we told her the home warranty would not cover to replace the "whole system" not the evap as clearly it was reimbursed to her from them. She called us a few weeks after install and complained her tenants said of one room not cooling as good as other after install, not that the unit was not working. we told her to open a claim for ductwork and also suggested to add a booster fan but explained we do not install these. after multiple phone calls of telling her this she said she would reach out to someone to address the ductwork. she paid for a full system equipment replacement and that doesn't include ductwork in the price.  per her complaint the 2nd opinion found issues with the ductwork and addressed them for her. see the attachment info she included  (got kinks out of ductwork taped unit where it was leaking air, did the startup and added booster  fan to resolve issue to the bedroom.) when we replace equipment, we tie into existing ductwork and venting and do not upgrade that unless they pay extra, as we understand the 2nd opinions "opinion" but that is exactly what it is, its his opinion of how he would have installed it this will very from company to company. it is not rare in the industry for contractors to have opposing opinions and ways of doing things  ******* has a full 10 year parts warranty from the manufacturer ( if she registered it)  and 5 years of a free courtesy Maintenace through *** (that we offer at no charge to all full installs) and would have addressed her start up at that point 

  Customer response

  12/12/2024

  I have attached conversations with my roommates Upstairs and the last one is with **** the owner of AMP mechanical. I have more documentation to add. I used a window AC unit till it turned cold in the room that had airflow issues. I did not add a booster fan, as he suggested, It was not needed. Specific Air did the start up procedure and adjusted the Blower fan inside the unit, that solved the issue to the bedroom. There were restrictions due to kinks in the Ductwork that Specific Air straightened out and they taped a major leak that was coming from the unit. **** in a phone conversation said he was on the phone with the technician when the ductwork was checked out and there were no issues. He reported to First American Home Warranty that all the ductwork needed to be redone. When I talked to FAHW that is when I first learned of the report and they would not pay for that. I have an invoice from Specific Air for first visit and will receive the second one soon, for that work that should have been done by AMP Mechanical. On 12/10/24 Specific Air Completed the work that needed to be done to bring it up to code: The vent piping, The drip leg to the gas line and the Condensation line needed to be adjusted to 1 inch away from the unit. All safety issues that kept me from using my heat. I used space heaters until then. City inspector is coming tomorrow. I made sure to ask questions when I was considering on putting in a new unit. I asked if there would be any other additional costs that I would need to pay for because I needed to get a loan. **** with AMP mechanical assured me that $8,400 is all I would need. Now I have additional costs, because of work that was not done at install. He now says he would not pay to bring it up to code, that is extra cost that I am to pay, which is required by the city of ************. **** told me he would install a more efficient unit that would save on electricity, but it is a standard 14.5 Seer unit. The maintenance he promised for 5 years 2 times a year,  did not help me when I needed him back out to correct the issues I had. I let him know the issues that I had after Specific Air came out and he did not even respond to me. At this point I do not believe I can trust him. 

  Customer response

  12/16/2024

  I am rejecting this response because:  

   An efficiency unit was not installed, It is a standard 14.5 Seer, as **** with AMP Mechanical stated he would install. I had a decision to make to install a new coil to a  20 year old HVAC and pay labor of $2,200 as he stated First American Home Shield would not pay. **** told me later it would have only cost $1,200. I decided on the new **** and he stated that $8,400 would be the complete cost to install. I wanted to make sure there would not be any more cost, because I had to get a loan. He installed it the next day without getting a permit to bring it up to code. City of ************ requires this. He should have known this, being in the business. Now he's telling me that is extra Cost in his reply. I reject this because I ask for the total cost. It is his responsibility to install a system to code, which is required by the city and the efficiency HVAC he promised. I had to use a AC Window unit in the Bedroom. Space heaters were used, due to the fact that there might be danger of carbon monoxide poisoning Or combustion from not being brought up to code. This has been a three month process.

   The  Installation was not completed and he did not come back out to honor his warranty to make sure my system was working properly. I told him three days later that there was not enough air flow to 1 bedroom, NOT weeks. I waited several weeks for him to come up with a plan to make this install work properly. Then he sends me an email that it was going to cost me more money to get somebody else to Install a booster fan, which it did not need. There were kinks left in the ductwork restricting airflow. He stated that he went over the duckwork with his technician while they were on the phone and nothing was wrong, a direct contradiction. There was an obvious leak coming from a seam that should have been taped. Startup was not done & he stated in the reply that he would do that when he came back for the 6 month maintenance check! This should have been done at installation with adjustment of the blower fan. I reject his explanation of this not being done. 

   I expect him to reimburse me for the cost of Specific Air to come out to complete the work that he did not do and bring it up to code, which is his responsibility from the City of Broken Arrow. I will not require his 5 year maintenance program and return to my home, if he reimburses me for extra cost incurred due to the improper installation as expected & required.

   I do not want anyone else to have to go through this from this company. It's been very depressing for me to go through this Process with them, ignoring me and not honoring their warranty or doing the job that they're responsible for.

  Attached are invoices and photos of work done.

  Business response

  12/20/2024

  we will reimburse her only the $735 in an attempt of good customer service, however we do not agree with all statements from ****** ******* complaint, as the ductwork was never in the quote as stated many times. She was sold the exact system discussed and quoted and signed for by customer at initial visit, also this is a higher efficiency unit than what she had, which was a 10 seer 20 year old system, we 100% did do a start up on the system, if we had not completed that it would not have worked in heating or cooling mode. The company that came out after us ( which is a competitor in the same home warranty we both work with and can benefit if negative feedback is left against another company)  gave her an opinion on how THEY would have installed the system and there will ALWAYS be difference of opinions on that even sometimes within a company. we have done business previously with this customer for many years prior as well and the home warranty has always declined covering the ductwork. she has been having this issue for many many years and wanted us to repair it for free. We would also like to ask the customer why it was ok for her to pay the other company to repair her ductwork yet she wanted us to do it for free? No ductwork was ever discussed when new system was purchased, it was for a system replacement only,  If she would like to dispute the ductwork she would need the task of showing proof that ductwork was included in her quote. As stated before, i will be happy to reimburse her for the $735 however we request as well all the complaints she has posted online be removed as it is not factual. 

  Customer response

  12/20/2024

  I have reviewed the business response and accept this resolution. 

   I will accept the Partial reimbursement payment of $735, that I made to Specific Air. If I don't receive payment within the next five business days, I will reopen this complaint and expect full payment, Because I do not agree with Him on Everything he has stated. I will still expect the 5 year maintenance plan and for Him to honor his Warranty. I will also expect something in writing of the contract I have with him. AMP Mechanical has my home address, to send Payment and a copy of the Contract. Thank you Better Business bureau for helping me out in this Matter.

   

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  unfortunately Home and Shield our home warrenty company assigned this company to **. They have done nothing to fix the issues we have. The only thing they've done is lie to us this last 3 weeks. They told me i needed R22 refrigerent on the 3rd time they came out. So i agreed as long as they fixed the leak they found on the 3rd time they came out. So on the 4th time they show up, the tech arrives with R-407c a much cheaper refrigerant. I called the owner of the company to sort things out but he tried to lie and tell me thats what we had agreed on. All i want is my money back because they didnt do anything to my unit and the owner himself scammed me out of 825$. Now im having to go through another company to fix my issue. I wouldnt recommend this company to anyone because the owner himself will lie to you and try to steal your money.

  Business response

  08/08/2024

  We have already settled this outside of the bbb and already refunded the customer in good faith and in good customer service. Customer has informed us he is dropping the complaint with the bbb and will be cancelling the dispute 

  Customer response

  08/10/2024

  This company hasnt settled anything with us. They wanted us to drop my reviews and they acted like they were going to refund me my money but then they canceled my refund for what was agreed on. Still nothing has changed and my review stands. 

  Customer response

  08/10/2024

  After calling the bank yes they did send my refund back but its still pending so i dont know if they will allow for it to go through. 

  Business response

  08/13/2024

  we have already refunded customer and asked them to remove the complaint i have already sent proof to customer as well and have reminded them it takes 7 days to show back up on there credit card no one cancelled the refund 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called my home warranty company to schedule a contractor to come to my home due to one of my AC units not working properly. AMP Mechanical was dispatched. On 07/18/24 a person with AMP came to my residence (was told the owner). He looked at my unit and held his hand above it while the fan was spinning and said, oh yeah, the compressor is out and its low on coolant. He did no other diagnostic. He then proceeded to tell me that the type of coolant in it was phased out by the government (R22). He said that he would need to put 8lbs. Of the new coolant that costs $185 per pound and that the warranty only covers $10 per pound. Then told me that 99% of his customers purchase new units, costing 10k. He said, oh dont worry about it we have financing. I told him NO! Replace the part covered by warranty and we will see what happens. He said ok and that someone will be in contact with me from their office. No one called. I then called them for 3 business days straight and left multiple messages. After the weekend someone called with no notice and said a tech was in route. When the person got here I explained everything the previous person had explained. He said, I literally have no idea what hes talking about. Explained that he couldnt have even known what my coolant levels were without replacing the compressor. After replacing it he stated that my levels were full and nothing more needed to be done. Also advised that the coolant for my older unit is still available and around. This guy literally is out committing fraud! Lying to people that dont know any better, ripping families off for 10k when they dont need a new unit. Absolutely disgusting. ***** DONT USE AMP MECHANICAL!!!!

  Business response

  07/25/2024

  ok wanted to make some clarifications on this complaint that are not accurate, number one when the first tech came to the home we told customer that he had a bad CAPASITOR ( not compressor, this is a totally different component) and he also stated that the unit could be low on freon due to the age and condition and they do not make R22 anymore which is a *******% factual statement. as of January 1 2020 production and import of R22 refrigerant is illegal they no longer make or produce R22 freon, you can use an approved drop in for that which is called 407C but you will have to remove all the r22 and recharge it with 407C you can't mix the 2, he was clearly explaining this to the homeowner that instead of adding possible freon to an old outdated system we gave him options for a new 410A refrigerant system and to update all of his equipment, once customer stated he didn't want to go that direction we said ok we will be back with your part when we can get you back on the schedule, upon return after replacing 2 CAPASITORS ( not a compressor as stated before by customer) the tech there checked the charge and he didn't need freon WHICH WE DIDNT CHARGE HIM FOR BECAUSE IT DIDINT NEED IT after parts replaced, so im a little confused on the complaint of being upset that we offered an option of upgrading, as this is standard for an HVAC company to give customers options, customer is up and cooling and we didn't charge him for a full system and we didn't charge him for any freon, giving customers accurate details on the status of their current condition and options is ACUALLY OUR JOB, on the outcome wanted by customer, we were assigned to him from his home warranty and were not planning on contacting him again unless a work order through the warranty comes back to our company, there is no follow up needed on our part to need to reach out the customer moving forward. i think this complaint is not a legit complaint and needs to be dropped 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company installed an inferior part, less quality, on air conditioner (A/C) unit which will lessen the lifespan of the A/C unit and not operate efficiently to manufacturing standards.

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/08) */ Already Explained to customer this is outrageous claim and completely incorrect. Capacitor used is designed for customers system. Unit is cooling and parts are designed and proper for his system. Customer has been given incorrect information. Even had contractor call and explain. Will not "shorten life" of system.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AMP was contracted to service our AC unit by ***** ******** Home Warranty. The service order was placed on 6/13/2022. However, they did not show up until 6/21/2022. The Tech was there a max of 10 minutes and says he charged the Freon. 2 hours later, I called AMP back to let them know that it was not cooling done, instead the temp was rising. I was told that I have to get it 24 hours to see a difference, which I know is not true. That night we had to sleep with 8 fans , ice packs and no blankets on myself, my husband and our baby. I contacted AMP the next morning and she said it was working as it should that there is nothing else she can do about it. Home warranty was finally able to get a hold of them after 2 days of trying to call and email. They told them they can't come back out until 7-7, which is in 2 weeks, even though it has been placed as an emergency expedite ticket. Instead of AMP fixing their mess up, I am having to deal with making sure we don't get too hot and have a heat stroke. Heat index yesterday was 102! This company is by far the worst I have ever dealt with. Their BBB reviews are also of people having the same issue.

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2022/06/28) */ we did respond to customer right away she called us back next day and said temps would not reach 65 which is what she had it set on and was reading 69 degrees and climbed to 74 in the afternoon and that it was an emergency that we come right back we tried to explain with heat index's in the triple digits, units will not always stay in the 60's that acs are designed to pull temps 20-25 degrees under ambient temps i understand people have different comfort levels and 74 for some may feel like its really hot in the home while others set ac on 76 all the time. we made her warranty aware of our next availability and will return on that date Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off they did not respond back right away. Second the home was at 89° when it was cooler outside please explain that to me. The following day and after the home would not go below 85° when it's in the 80s maybe low 90s outside. When I contacted my home warranty they said amp had ordered parts. I had to explain to them that was a lie that they did not order parts. Home warranty approved for me to get a local contractor to come out and amp did not even try to unscrew one of the lines because it was too tight. They overfilled my machine with Freon so that was why it was not running properly and has now caused more damage. I would love for them to stay in a house with the a baby for almost a month without AC and let me know how they feel. Business Response /* (4000, 9, 2022/06/30) */ we never stated we ordered parts nor told the warranty we ordered parts we stated the service call was complete, they opened a recall (which is another ticket once a service is complete, if we had ordered parts the original ticket would have still been open) so any information relayed re parts was not from any report we sent over, the customer had less than 1 lb of freon added to her system which would not cause "damage" the pictures sent to us showed temps set to 65 and reading 69 in her home, with another text a day later stating hurry its now 74 in the home (note that the heat index was 111 that day) it was never relayed to us at any time temps reached 85 degrees, if customer no longer requires a follw up visit we can cancel the "recall" and move forward we never collected any money from the customer for this service Consumer Response /* (4200, 11, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm just going off what the warranty company told me. Why would I send another text when you didn't care the first time ? That would be pointless. It was more than a pound but I won't argue. You didn't collect money from me because it goes through home warranty not me.

*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. ↩