Complaints

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new heat pump for $18k Nov 2022 from ******************. The initial install went well but the furnace did not heat our home properly at the start. It took multiple visits over 2 months to finally get it working properly, eventually we were satisfied with the system. Nov. 2023 we had the annual maint. performed as per our warranty, and the unit continued to perform well. On Tuesday Dec. 17, 2024 we came home to no heat. We checked the breaker box to see if the switch was tripped but it was fine. There was power to the system including the thermostat. However the thermostat was giving an error code. The next morning I contacted **********. Coincidentally we had previously arranged a maintenance appointment for Friday Dec. 20th and I wanted to make sure the tech arriving could assess the situation. Initially I was told that the maint. appt would need to be cancelled and a new appt. for repair would have to be created. They said they could schedule that for Dec. 30th. I insisted that they keep the appt on Dec. 20th and they sent an outsourced tech from "G and G Heating"on that day. The tech was able to confirm that the inside unit was functioning but was not communicating with the outside unit. I was with the tech when he was working on the outside unit when there was a loud pop and then the tech said the board was fried and he would have to order the part. I explained that the unit was still under warranty. The tech called Mecurio's to confirm the warranty and then ordered the part. We paid $140 for the service call. Today is January 4th, day 19 without heat. We have called ********** multiple times and were told they are still waiting for the part. No attempt to expedite the repair. They offered to bring us space heaters, even sent a confirmation email, and then never showed up. Calls to speak to a manger were not returned. Next week temps are forecasted below freezing and we still don't know when this 2 year, $18k, under warranty unit is going to be repaired.

  

  Business response

  01/08/2025

  We have contacted the customer and left a message for them to return our phone call about their complaint.

  Previously, we were waiting on the part to arrive from the supplier and when it did on 1/6, we called the customer and left a message to schedule a return. We are returning on 1/9/25 to put that in. 

  In addition, we should not have charged the diagnostic since the customer was under warranty. We have requested that our accounting department refund that to them. 

  We apologize for any inconvenience and appreciate you letting us know about your concern so we can further assist you. You are welcome to call us at ************.

  Thank you,

  ***** *****
  Logistics Manager

  Customer response

  01/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Mercurios is scheduled for Thursday to do the repair. I will contact BBB if the repair is unresolved, unreasonably delayed, or we do not receive the refund due to us.  
  Thank you for addressing this issue in a timely manner.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had them come fix my furnace said it was working with recommendations to fix some stuff later furnace was working fine then THEY called me said they would come out do a free inspection they do say furnace is working fine last month dont touch my furnace two days ago go too turn it on and go figure not working so they send out a technician only to tell me what they fixed last year broke and i meed to spend 1000$ to fix it so they are the only ones that have touched my furnace tell me its working then someone out and all of a sudden its broken they say instead of fixing it i do t know what to tell ya i understand your frustration and hang up me horrible buisness practices i want all my money i dumped into this company refunded or my furnace fixed absolutely garbage company rude staff and and worse management

  

  Business response

  10/01/2024

  On February 1, 2023 we went out in response to a no heat call on the customer's 2007 gas furnace. We diagnosed that it needed a new control board in order to get it fired off and determine if there was any additional repairs needed. On the 6th we went out and replaced the control board. Once the furnace was operational, we were able to look at other parts to ensure they were working correctly. We determined at that time that the furnace also needed a new inducer motor. A proposal was left for the inducer motor at that time. The customer chose to not get the work completed. On Aug 14, 2024 we went out to do a tune up on the furnace. At that time, we did a thorough cleaning and again recommended that the inducer motor needed to be replaced, as it was pulling the incorrect amperage. We again left a proposal to replace the inducer motor.  Our technician stated that the system was functioning, but will eventually have other issues as time went on.  On September 17, 2024, we went out for another no-heat call. The inducer motor, that had been pulling the incorrect amperage, then caused damage to the control board. The customer now needs another control board AND the inducer motor that he chose not to have us replace. Since we made the recommendation multiple times that the customer needed to replace the part but he chose to not do the repair, our company is not at fault for that specific part failing and causing additional damage. We are happy to have a manager discuss this further with him over the phone.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off, I do not have an extended warranty plan with Mercurios. My thermostat quit working. I called the manufacturer to get warranty info. It is covered for 10 years parts only but have to go through the original installation company to obtain replacement. I then called ********** to schedule a service call and was quoted charges that I agreed to as I don't have a service plan. A few days later the service tech came out and verified that the thermostat was in fact defective. Something that tech support and I had already concluded. . This is my complaint. He did not have the thermostat on his truck knowing that he was coming to my home for a thermostat issue. As such he quoted me a return trip fee and a $50 charge to fill out the *** for the manufacturer. There was an additional 1/2 hour labor to replace. No issue with this charge. In this scenario, I cannot get my thermostat replaced under warranty by the manufacturer without paying a double trip charge and a $50 RMA fee. I know that companies vary greatly but as an ****************************** the field for 34 years and filled out 100's of ***'s, I have never seen an RMA admin fee. I offered to mail them the defective unit and have them send me the new one but they declined. It seems that the only way forward is face down over the barrel.

  

  Business response

  09/16/2024

  The customer was completely correct, we should have had the thermostat on our vehicle the first time we came out. In addition, we should not have charged a warranty processing fee. There was an internal misunderstanding about our warranty process and we have provided additional training for our employees to ensure that this does not happen again. Last week we returned to the customer's home, replaced his thermostat, and removed the incorrect charges. We apologize for the inconvenience to the customer and appreciate that he brought this to our attention so we could fix the process. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12-26-2023 A Tech showed up at my house first thing he tested (less than 5 min) my ignition switch was faulty. He removed it in less than 2 min the told me it would be $500 to replace. This was a $45 part that would take him 2 min to install. Beware!!! This company is taking advantage of senior citizens. I went and bought the part myself ($45+tax) and in 2 min my furnace was working. Never using this company again!!!!

  

  Business response

  01/08/2024

  Thank you for sharing your thoughts with us. It is certainly not our practice to take advantage of any customer, regardless of age. Our pricing is carefully calculated and based on a variety of factors. You're paying for our company to provide you with a service, not just a part. That service pricing includes technician wages, extensive training to ensure they are able to diagnose and repair your system, their vehicle, fuel, vehicle insurance, employee benefits, support staff, company building, utilities, etc. In your case, we performed a diagnostic based on the pricing that we quoted you up front over the phone. We determined what the problem was and quoted you the repair, which you declined having us do. However, you used the information about the problem part that we provided you during our service and replaced the faulty part yourself. Since the evaluation that we did provide was helpful to you and you only disagree with pricing for work we did not perform, we will not be issuing you a refund for the evaluation fee. Should you wish to discuss this further, you are welcome to call us at ************. Thanks

  Customer response

  01/09/2024

   That's fine! I will NEVER use your company again and I will let EVERYONE I know how dishonest your pricing is. No matter how you try to justify it, it is wrong!

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday, 02/24/2023 at 9 AM PT, a technician from Mercurio's Heating & Air Conditioning came out to perform a routine cleaning of our ductless mini-split ************** The mini-split is 3 years old and was in fine working condition prior to the technicians arrival. After performing the "routing cleaning" the heater was disabled and would no longer turn on. The technician pulled up 3 year old error codes on our mini-split's remote control and said that the mini-split was "broken beyond repair. I have no idea how it even turns on". The technician and ********** management then asked me to pay $200 for the cleaning, again which resulted in the technician breaking the only source of heat on 1 floor of my house during the 4 coldest days of winter. I declined to pay. They offered to have a "more experienced, veteran tech" come out to look at the mini-slit the following Tuesday, who had a much more expensive hourly rate and another trip charge. *****, the office manager, stated that I would not be charged for the maintenance trip, because the technician broke my heater.On Monday 02/27, my wife and I made explained the situation to our neighbor, who is also an **** tech. He came over, cleared all the alarms on the mini-split, and within 5 minutes the unit was producing heat again. Our neighbor stated that ********** technician intentionally did not clear the alarms in an attempt to convince us that our **** was broken and needed to be replaced. Apparently this is a dishonest sales tactic that he's seen companies use in the past, trying to take advantage of people less with less knowledge of ****. Upon learning this information, I called ********** back and cancelled the appointment to fix the **** system that they broke, scheduled for 02/28.On 03/16, weeks later, I received a bill for $189 from **********. ***** reached out and said that because I didn't complete "the repairs" with them, I would have to pay the trip charge for ******** breaking my heater.

  

  Business response

  03/24/2023

  Hello, 

   

  Please accept our apologies for the error on our part. This was a billing miscommunication within our office and we have reversed the charge to your account. Our management team has followed up with you via phone, but please let us know if there's anything further we can do.

   

  Thanks,

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

  Customer response

  03/24/2023

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

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased heat pump and furnace through them late 2022.Had multiple issues with install and techs:* wrong quote * wrong work order * hazardous driveway and garage floor * unsafe wiring * did not close electrical panels on devices * did not initially install paid for items * improperly setup devices * still have not received outdoor sensor All of the above issues, as well as never calling back/emailing to schedule a visit to install the part we paid for.

  

  Business response

  02/02/2023

  We are sincerely sorry for the experience you have had with our company. This is not what we want for any customer, and are going to rectify the situation in the morninig. I have put a notice in to our customer ********************** manager to ask her to personally call and schedule your return trip. Please accept our deepest apologies and know that we will absolutely make this right for you.

   

  Sincerely,

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

  Operations Manager

  Customer response

  02/02/2023

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

  The business scheduled a follow-up visit for next week. Assuming they follow through - you can consider this closed.

  
  Sincerely,
  
  *************************

*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. ↩