Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 8/7/24 I paid half of a deposit of ********* for the purchase of a Heat Pump and Air Handler for my home. At the time of purchase I was told it would be available for installation in 2 weeks. The next day or so, I was told the guy incorrectly ordered an air conditioner whereas, in fact, I have a heat pump. They revised the delivery date to 7 to 8 weeks with a projected date of 10/3. Two weeks prior, I asked for an update and was told they had planned to contact me to schedule installation as the product was on time and anticipated the 10/3/24 delivery date. I called again on 10/1/24 since no one had contacted me and later received a TEXT message as follows: “Hi this is ***** **** ********* ******** *********** I just wanted to update you on the status of your new HVAC equipment. We still do not have a tracking number or exact ETA. We are checking this daily. As soon as we get an ETA I will reach out to you. Thanks have a great day.”I called the next day and asked if they had a tracking number yet and was told No. I asked if the product had even been shipped and was told, “yes.” Upon a follow up inquiry I was then told it had not yet been shipped. I asked American Mechanical to contact the manufacturer, which was building the product, for a delivery estimate. I received a return call and was told they had not even started building it and are awaiting parts and have no idea when it might be ready. I asked 30, 60, or 90 days and again they said, “They don’t know.” That leaves me with few options. AM said they could probably get with their team to look for other options which had already occurred. So, I asked for a refund of my deposit. As of today I still don’t have my deposit of &******** I asked for it 2 weeks ago. Last week I got a TEXT that I should get it in 5 days. Today they told me early next week sometime. They don’t deliver on their promise and I have no reason to believe it will be next week. I need an expedited refund. I need to get heat for the winter.

  Customer response

  10/18/2024

  As of this morning 10/18/24, American Mechanical deposited my refund. I can’t say I’m happy about all that has transpired and my product was never delivered. Now, I have to start over with a new company. They must do better and not give erroneous information when they can’t deliver. I may just repost as a review of my experience. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over charge on a diagnostic test on my HVAC unit That I purchase 3 years ago from American Mechanical. The unit is a Trane .They charged me ***** plus *** *** . They said the coil was bad and that it was covered by warranty that it had a 10yrs warranty. I told them it was a lot and to much .American mechanical said they would wav* ****** if I let them do the repair I said okay .Then I ask how much it would cost . The part covered under warranty but 5 hours of labor would cost me ******** . I went ahead and charge it to my ******** card. They wanted half of that ******** which I paid. I thought about and I call my ******** card and try to stop payment. ******** told me to call the American mechanical and ask for a refund. I did that but they only refund me ****** approx back on my card. I still was out o* ****** approx out of the ********* I fire ?? them and call another HVAC company *** ***** ******* **** ************ .They costs was much more reasonable. They charged me for coming out ****** for diagnostic test.One Hours total cost was ****** *or total repair. I would like my money back American mechanical.

  Business response

  08/02/2023

  Hi there, thank you for sharing with us and reaching out. We are disappointed to see this review and hear this complaint. 

  We reached back out to our team and got further clarification and details from your visit file. Please see below on our notes from our internal team:

  "We got a diagnostic request ***** to check out a system she had installed from us 2-3 years ago. No AC. We’ve never performed maintenance on it, she says she had it maintained by a different company. Our technician went out, found the system on low pressure so he put gauges on the unit and found that it was empty of refrigerant.  He gave the customer options for further troubleshooting to determine the cause and she chose to do a nitrogen leak test and recharge the system with 2 lbs of 410A for ******** **** diagnostic). Our tech found the leak in the evaporator coil.  The tech got permission from his service manager that if the customer approved an estimate for replacing the coil, we would take the ******* for the leak search off of the repair cost for the coil.   The homeowner approved.  Evaporator coil replacement (labor only) costs ********* *ith a discount of ******* already for work already performed."
  

  Total cost $********. The customer paid half down for this repair. 

  On July 14th, the customer called to cancel the repair for the evaporator coil.

  I think this customer is expecting to get ALL of her money back since the original diagnostic.  We’re only refunding the deposit she put down for the evaporator coil.  The diagnostic fee charge and cost for leak search and 2lbs of refrigerant is not being refunded back to her, **** * ****** * ********.  Our dispatch manager, Brittney has reached out to this customer on 7/27/2023. 

  If you have any further questions, please reach out to us directly! Thank you!

   

  Customer response

  08/09/2023

  Please reopen this case 

  I did not want my complaint close . I did  send *** * reply.  Please post this complaint on your site . The site was having a problem when  I was using the site ?? That is probably why you didn't received my response.                Thank 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint due to shady business practices of American Mechanical. Our HVAC was being serviced for a potential leak. American Mechanical performed an isolation test that was ***** that we paid upfront before the test took place on August 23rd. The test encompasses breaking into the system, rendering it inoperable, to charge each section of the system with nitrogen. A waiting period occurs to see if any nitrogen has leaked out from any of the isolated sections of the system in order to pinpoint a leak. I have an audio recording of a conversation I had with the technician on Aug 19th about the procedure. The technician (Austin ****** stated twice, there would only be additional fees if they found a leak. The same technician returned on Aug 29th to check if there were any major drops in pressure, to our surprise there was no significant drop in pressure to indicate a fixable leak. My understanding of the procedure and price was that the ***** included putting our system back together. It did not. The technician spoke with my wife and informed her that it would be another ******** just to put the system back together. The technician from prior conversations never mentioned this additional charge. I believe it was the intention of the technician and American Mechanical as whole to withhold this information to hold our comfortability and ability to cool our home hostage, as the technician would not put the system back together without payment. If I was informed that the overall cost of the job was ******** to include putting the system back together, I would have made a better financial decision as we have dumped to much money into this system already since we have lived in the home. I have called several times to American Mechanical to speak with a supervisor or manager. I was told several times since Aug 29th that they would give me a call and they have not.

  Business response

  11/29/2022

  Business Response /* (1000, 5, 2022/09/02) */ Hi there, thank you for your feedback and for sharing. We know our team is in discussions with you currently into the holiday weekend. We reviewed our team notes, visit details and our team has stated, " Mrs. **** told the tech that leaving the system isolated for another few days was not an option due to their young child having a heat rash. We strive to provide every customer with the highest quality service, once she asked us to put it back together so their family could be comfortable, we did exactly that. The cost associated with doing so would typically be included in the repair, since they could not wait to determine what repair was needed, we provided a discounted price doing our best to help our customer. I explained all of this to Mr. **** and have offered two different options at this point to still help them." We know you need time to decide then we can work out a solution. Thank you and talk soon!

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted American Mechanical on 8/1/22 about my AC not working. I have used them over the past 2 years to fix issues with the AC so they were my first call for this issue. The details were that my AC unit was not turning on after being gone for the weekend. The tech came out and determine the issue was electrical and that would fix things. I paid for these services and have attached that invoice(Invoice #XXXXXX ). During the write-up of this invoice, the AC was immediately turned off before the tech left. I alerted him off the issue. He re-evaluated my system and then told me of a NEW fix. He had to order the part and would return the next day. I have attached this invoice (Invoice #XXXXXX ). The tech gave me his number and advised me to reach out if the AC unit stopped. This also DID NOT fix my issue, and I reached out to the tech to advise. I can provide these text messages if needed. I also called American Mechanical and advised what was going on. I spoke to Lindsay and had her send a new tech out, this could not happen until the next day. I was advised by this new tech, that my wiring had gone bad. They would need to quote me the cost to make my unit wireless due to this. I have attached that invoice (Invoice #XXXXXX.) The tech advise he changed the wiring to allow the unit to run. He left stating I would receive an invoice. Within 1 hour, the AC unit again turned off. I called back to American Mechanical and again spoke to Lindsay. I advised that I needed the invoice because I was out of AC for almost a week. She advised she would wait on the part and call back. Lindsay did not call back and I had to make another call next week. Upon calling and reaching Lindsay, she advised that she only check Wednesday for parts, and it was still not avaliable. I asked how this was an acceptable practice and what I was supposed to do being without heat and waiting for this part. Lindsay advised it was out of her control. (Continued in Word Doc titled "Complaint")

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/08/30) */ After careful review by our Service Manager Kevin *** he has determined that the SS2 switch was wired into the main low voltage supply wire. Looking at the other companies diagnostic of the clogged drain, it is very possible that this was the problem from the beginning. We are informing our dispatch and accounting department to issue a refund of the repair of ********

*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. ↩