Complaints

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Malek HVAC guy came in for inspection, cited a little nothing issue with the furnace and without my permission turned off the heating system in my house. I asked him politely to turn it back on, discuss the situation with me and then maybe de-activate it. He refused and gave me the usual BS about legal issues and once in a 1 Mio years situations. He even placed an emergency 911-call and made Centerpoint come out to inspect non existing gas leaks. I want to make other possible customers aware of their business practises and conduct. I had to engage other company to fix the problems they created.

  Business response

  11/13/2024

  We made several attempts to contact Mr. *********** directly to discuss an urgent safety issue that our technician discovered. Specifically, the furnace exhaust pipe had been disassembled, which exposed Mr. *********** and his family to potentially harmful carbon monoxide levels when the heating system was activated.
  
  In accordance with safety protocols, we immediately turned off the gas valve to the heating system. During our efforts to communicate this critical information, Mr. *********** instructed the technician to leave the premises in an unorthodox manner, prompting the technician to call the police for assistance.
  
  Its important to note that the technician acted solely in accordance with safety procedures to protect the well-being of the household. If you have any further questions or concerns, we would be happy to address them.

  Customer response

  11/19/2024

  Complaint: 22526231
  
  I am rejecting this response because: the Malek employee spent more than 1 hour unsupervised in the attic. The heater turned on and off several times. I assume it took several attempts to trigger the perceived fault which a subsequent contractor was unable to reproduce. The missing vent was likely also subject to sabotage.  The **** contractor I asked to check simply reinstalled the separated pieces without charge. A reputable contractor would have asked me to observe the findings then I would have asked to rejoin the vents but NOT turn off my system w/o permission. Also while the system was rendered inoperable there was absolutely no reason to have a **************** come out to look for escaping CO2. **************** is aware that some contractors do this kind of reporting as revenge.
  
  Regards,
  
  **** ***********

  Business response

  01/10/2025

  Apologies for the delayed response. 

  Once more, the furnace exhaust pipe had been disassembled, which exposed Mr. *********** and his family to potentially harmful carbon monoxide levels when the heating system was activated.
  
  In accordance with safety protocols our technicians have to follow by having the gas valve to the heating system turned off. As our technician on site attempted to communicate this critical information in person, Mr. *********** instructed the technician to leave the premises in an unorthodox manner pulling out a gun on him which is why there is a police officers name and number attached in Zip filed shared previously.
  
  Its important to note that calling CenterPoint was not done out of retaliation from the technician despite finding himself in a intimidating situation. The technician acted solely in accordance with safety procedures to protect the well-being of the household.

   

  Kindly, 

  Malek Service Co.

  Customer response

  01/13/2025

  Complaint: 22526231
  
  I am rejecting this response because:

  1) the disconnected pipe was likely disconnected by the Malek technicien in order to coerce repairs. If it was disconnected however it took a different HVAC service company 5 minutes to reconnect, they did not even charge for the work.
  The appropriate action on Maleks part would have been: 1) Not disconnect the pipe or alternatively 2) reconnect as part of the inspection since this was such a minor task. Rendering both heating units inoperable is not the right course of action.

  2) there was never a firearm produced in the arguments leading to the dismissal of the offending service technician. My wife was present during the visit and can attest to that fact. The Centerpoint supervisor whose crew was sent to my house without reason mentioned this to me as well that the offending technician mentioned firearms. This confirms that this particular Malek technicien is not only highly unqualified or unwilling to provide quality services but also uses lies and cheats interfacing with government and 3rd parties.

  
  
  Regards,
  
  **** ***********

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All the details are in my letters to them enclosed. They told me my outside AC unit was ok but they needed to fix the inside unit, which they did. It cost around 5000. Three weeks later the outside unit quit. It took me a while to got in contact with them because of illness. When I did, they sent someone over who said the whole unit had to be replaced. They admitted they never examined the outside unit before. I asked for a price--they said it would be 7100 and I was okay with it, though angry they hadn't checked the outside unit before. But then the representative who came told me it might cost more, maybe 750 more. I asked if that was the final cost, and he would not commit--said it might require more work. I then got a hard sell, but said no. This started in April. I had "subscribed" to their service and want to be removed from this subscription.

  Business response

  07/30/2024

  Thank you for sharing your experience with Malek Service Company. We are sorry to hear that your recent service did not meet your expectations. We appreciate your feedback and will use it to improve our services. It is always our goal to provide fair and transparent pricing for our customers. We apologize for any inconvenience and would like to make things right. Please contact us at ************** and speak with ******** and we will do our best to assist and resolve the situation. We value your business and hope to have the opportunity to earn back your trust.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a quote on Aug 5, 2022. Was told the job would be done within 3-4 weeks. It was not started until Oct 14th 2022. I was told it would be a 2-4 day job and that the property would be returned to the way it was prior to installing the generator. It is now Nov 4,2022 and the job is still not finished. My yard was left in a horrible mess, and I ended up having to clean it up which entailed filling in a 2’ deep ditch and purchasing gravel to cover the area. The company did not contact the city to do the final inspection. After waiting for over a week I finally contacted the city to ask why they had not done the final inspection and they informed me that it had not been called in. I he’d been accepted by ******** to finance the work and they contacted me twice because Malek had told them the job was finished and they were requesting that the funds be released to them. Two times I had to inform ******** that the job was not finished. I’ve totally lost confidence in the company and I’m afraid that any future warranty work would not be satisfactory. I’ve tried contacting the company several times this week both by phone calls and by text. The phones go unanswered and I can’t even leave a message because it says the mailbox is not set up and my texts have been ignored. I want Malek to come and remove the generator from my property and I’m going to hire a reputable company.

  Business response

  11/05/2022

  Good morning, 
  
  I have reached out to Mrs. ******* this morning to address her concerns and left her a voicemail. From our records we show that we have tried reaching out to Mrs. ******* but had to leave voicemails as well. All inspections are completed and have passed. At this time the only thing pending is the crushed granite that Mrs. ******* has requested. We will be happy to schedule a time with Mrs. ******* to have this material delivered. I will try to reach out to Mrs. ******* again this afternoon if I do not hear back from her. 
  
  Thank you,

  ***** *******

  Malek Service

  Customer response

  11/08/2022

  Complaint: 18358074
  
  I am rejecting this response because:

  I have not received a phone call or a voicemail from the company. The only reason the inspections have been done is because I called the city to come out to do the inspections. I have not had any response from Malek in over 2 weeks. 
  
  Regards,
  
  **** *******

  Business response

  11/10/2022

  Hello,
  
  
  In response to Mrs. *******, we have actively tried to contact her, but our calls are going straight to her voicemail. I have attached a few items showing proof that we are doing what we can to reach her. One of the attachments shows our response to her text message on 11/7/2022. The second attachment shows the inbound and outbound calls for at least the past week. I have downloaded one recording from 11/1/22 where we called Mrs. ******* and had to leave a voicemail. I will be glad to provide the recording for each attempt, if necessary. This record of calls does not include the calls placed by our technician *****, who sold the generator to Mrs. *******. He has tried reaching out to her as well. It also does not include the call placed from our general manager's work phone. The third attachment shows the inspection report for both the plumbing and electrical, which reflects that both inspections have passed. Our goal is to reach Mrs. ******* so that we can address her concerns. If there is a time that works best for us to reach her, even if it is after hours, I will be happy to accommodate that for her. 
  
  Thank you,

  ***** *******

  
  

  Customer response

  11/11/2022

  Complaint: 18358074
  
  I am rejecting this response because:
  I do not have any records of a text response from this company. I do not have any records of a phone call from this company for the last 2 weeks. If they are trying to contact me they are not using the phone numbers that I have in my contacts for them  if they are calling from phone numbers that are not in my contacts that would be the only reason the calls would go straight to my voicemail.  I don’t know why they would not respond to my calls from the numbers that I have been using to communicate with them.  
  The only reason the inspections have been done is because I called the city to do the inspections after waiting almost two weeks for the inspection.  This company stopped responding to my calls and texts and when I called them I would get recordings that the mailbox was not set up and I could not even leave a message.  I have texts on my phone that I sent to the sales rep and to the company that went unanswered.  They made no effort to respond to me at all.

  I was tired of waiting for them to send someone to restore my yard so I did it myself and it was a lot of work.  Then I texted the Rep and told him I did it myself and I asked him to have some granite delivered to me to cover the soil, which is what I had there to begin with.  I never heard from the rep, so I sent the same request to the number I had for the office and there was never a response.  I waited 10 days before filing a complaint.

  I intend to have another company take over and finish the job and then I will deduct the amount they charge me and I’ll pay the remainder of what I owe to Malek.

   I have lost confidence in Malek and I will have another company to handle the warranty work as well.

   

   

   

  Regards,
  
  **** *******

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Jun-2022 a new air distribution system was replaced at my home at **** **********.On 8/7 was retrieving an item from the attic and this is when I discovered cooled air was escaping into the attic. It was enough that when you walked up 3 attic steps you could feel the temp difference. Once in the attic around 9am even with staying up there several minutes it was fine, no sweating.The following are a few of the top issues: No detailed invoice or quote ever received only one line in the description. Per conversations with ***** the whole AC distribution system was to be replaced. I know from being in the attic the last two days that there is no way this was done.- reschedule twice once an appointment was confirmed first visit team showed up late to the appointment and made an excuse that the items they needed were at the front of the trailer and could not get to them and would be back first thing in the morning. This team did not show up the next day. second visit same team did not show up at scheduled time, Later in the day I noticed hot air coming out of two vents and the front bedroom was one of them third visit to a different team than one who installed a duct system showed up not at the scheduled time and said they could only do a temporary fix Front bedroom was still hot. fourth visit was by technician ********************* who worked out the hot air issue Applied for a credit thru ***** **** which paid Malek the full price for the work of $4,500 I have pictures attached of the holes discovered and duct work not hung and condensation at the condenser

  Business response

  08/09/2022

  Hello,
  
  We are aware of the situation and have been in communication with ************* since Saturday, August 6th. Our certified technician ***** is at the home now addressing her concerns. Today's appointment worked best for *************.
  
  Thank you,
  
  *************************
  Malek Service

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Update from review. My AC coil was freezing, Malek diagnosed the problem unstable refrigerant. They charged me $1600 to evacuate refrigerant refill and install new dryer. My unit is 2.5 tons and doesn't require a thousand freaking dollars worth of freon. The mark up is outrageous but back to the problem. The coil continues to freeze up after multiple complaints and several tech guys coming to look at it. I feel I basically gave away $1600 with NO remedy in solving the problem. I don't understand how businesses get away with these practices.

  Business response

  07/22/2022

  Hello,
  
  Thank you for reaching out. We are actively addressing Mr. ******'s concerns. We will reach out once we have an update on the results from today's visit. 
  
  Kind Regards,
  
  ***** *******

  Customer response

  07/22/2022

  Complaint: 17595140
  
  
  I am rejecting this response because:
  
  A fourth person came out today an diagnosed the issue as a faulty thermostat. A $1600 thermostat? If my unit was diagnosed correctly the first time I wouldn't have basically thrown away $1600. All the techs were professional and I understand sometimes things get misdiagnosed but I still feel like I've been robbed. In my mind I have the most expensive thermostat in the world at $1600. I would like some kind of reimbursement or billing adjustment. Last thing I'll say is ***** was professional and did send out different techs trying to resolve the issue and for that I'm grateful.
  
  Regards,
  
  
  **** ******

  Business response

  07/26/2022

  Hello,
  
  Mr. ****** reached out via email on Saturday, July 23rd informing us that the issue with his coil was not resolved. We responded to him on Saturday confirming that we would be back out to address his concern. We have been actively communicating with Mr. ****** to assure he is taken care of. Mr. ****** had requested for us to come out on Monday, August 1st, which we were happy to accommodate. He than reached out again requesting for someone to come out sooner. We sent one of our highly experienced technician to his home this morning. We are confident that the issue has been resolved. If any new issues come up, we will make sure Mr. ****** is taken care of.
  
  Thank you,
  
  ***** *******

  Customer response

  07/27/2022

  Complaint: 17595140
  
  
  I am rejecting this response because:
  
  The problem isn't fixed. Coil continues to freeze. The outside unit doesn't shut off like it's suppose to all the time. They are, from my understanding sending someone out again to get a handle on this ongoing issue. As of right now I'm not sure when that will be but the problem remains the same.
  Regards,
  
  
  **** ******

  Business response

  07/29/2022

  Hello,
  
  
  I called and emailed Mr. ****** this morning to check on the status of the service call from yesterday. He informed me at 10:38 am this morning that everything was working fine. This has been a huge priority for us and we have kept consistent communication with Mr. ****** to assure him that he will be taken care of. As of 2 pm today, we have not heard back from Mr. ****** with any issues. I will be happy to forward the email threads where I have been corresponding with Mr. ****** regarding his concerns.
  
  
  Thank you,
  
  ***** *******
  Malek Service

  Customer response

  08/01/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID 17595140, and find that this resolution is satisfactory to me, although I feel like I paid $1700 for a $12 contactor. Charged $1700 didn't fix issue, they came back and installed a thermostat that didn't fix the problem. I suggested a bad contactor but was told they either fail or work. I called a different HVAC company and asked if contactors can fail intermently and was told yes they can. At this point I purchased the part and contacted Malek to tell them I went ahead and bought one. So what is left that could be causing the issue was the contactor or thermostat wire. They came out and replaced the contactor with the one I bought and ran new thermostat wire. Problem has been fixed but at a cost that well supercedes the cost of a contactor and 20feet of thermostat wire. I'm glad it's fixed but I'm not happy about paying 1700 when it didn't address or fix my problem. ***** was helpful but the vibe I got from her director was that he was doing me a favor by getting his techs back out here. Well part of that 1700 was a for a program that doesn't charge diagnostic fees for a year so that alone should negate this idea that he was doing me a favor not to mention the only reason he had to send techs back out is because the problem wasn't resolved. It is what it is.
  
  
  Regards,
  
  
  **** ******

*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. ↩