Complaint Initial attempt to fix the problem lead to further damage due to lack of urgency on MTB Mechanical's part. Since MTB Mechanical installed the AC/Heating system in our new house (build in 2013), I decided to sign-up for the "Priority Comfort Agreement" with a cost of $237.00 per year. One of the benefits is that it puts the customer on a "Priority Service Guarantee". Well not so, my initial call in for service appointment and their attempt to repair the AC unit was on July 5th. I was told that I needed a TXV valve and it was going to cost $789.00 which I agreed to proceed with the repair. Two or three days later I noticed that the system was not cooling again. I called and a second repairman came over and told me that I probably got a bad TXV valve. Since this was Friday evening it was too late to order the part and that I would receive a call on Monday, July 11th to schedule a repair. I asked if there was any possibility of something else going bad if I keep the unit on with a bad TXV valve and he said NO (I asked a couple times and he assured me). Well I never got a call on Monday and I called back on Saturday, July 16th and was told that since it was the weekend they couldn't do anything and that I would get a call on Monday, July 18th. I waited and call back on Monday and was put on the schedule to replace the TXV valve on Tuesday, July 19th. Well after a few minutes the repairman told me that I now needed an "Evaporating Cooling Unit" because it was leaking oil. The cause was due to the fact the AC unit was running for 10 days non-stop with a bad TXV valve. The pressure had to go somewhere and it damaged the ECU. So much for their bullet point number 5 - "Priority Service Guarantee", what does MTB Mechanical think GUARANTEE means? Due to their lack of urgency, I had to pay an additional $546.00 to repair the unit - unbelievable. I called several time to talk to a manager and was told that they were busy and that they would return my call - never received a call back.
Desired Settlement Again due to the lack of urgency and I was told that their was no risk of other parts of the unit damaging because of a bad TXV valve, I am respectfully requesting a refund of the $546.00 I paid due to their lack of customer service even if I am on their so call "Priority Comfort Agreement". It's an agreement I pay for and it stipulates "Priority Service Guarantee".
Business Response We have reviewed the service history of Mr. ******** and understand his concern. We regret the delay in replacing his TXV might possibly have resulted in the additional part failure. We will promptly refund the amount in question.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Thank you and I agree to the refund from MTB Mechanical in the amount of $546.00.
Complaint Inability to correct leak in system. Charging for addition of R410A when they didn't fix the leak. 7/2/15 leak search, add R410 $776.00 8/4/15 system freezing. leak search no charge. 1/11/16 service call no issues found 5/1/16 system freezing. leak search, add R410 $676.00 6/20/16 system freezing. leak search add R410A $366.00 6/23/16 performed free isolation leak search no charge. Quote to fix $1,650.00.
6/23/16 I asked to speak to a supervisor. They have still not called me back as of 6/24/16 11:38 am.
They aren't fixing the leaks and we were told by one technician that the pipe going under the house was no problem, it looked great. He said the problem was with the outside unit.
The tech that came out on 6/23 said that the outside unit was fine and there were problems inside and with the pipe going under the house.
We are being charged a lot of money for repairs that are not being done properly and being charged for the freon (R410A) because they aren't fixing the leaks.
Business Response MTB service technicians performed the necessary repairs to the HVAC system and it is functioning properly. Follow-up phone calls to the homeowners have verified that they are indeed satisfied with the repairs and the service they received. If you need any additional information or details, please let us know.
Final Consumer Response We received the check to reimburse us for the prior two invoices. This complaint is resolved to our satisfaction. MTB did a great job taking care of the issues.
Final Business Response A check was mailed to Ms ******* on 7/7/16 via US Mail.
Complaint We were sold extra parts and services that were not needed and taken advantage of by the salesperson/technician. We had an MTB tech come out this Spring to service our AC unit for preventative maintenance, our system worked fine at the time. At the end of the service call we were told there was $1200 worth of parts and labor needed, a new thermostat was installed we didn't need and all our parts were under warranty, the tech could be heard in our backyard saying he needed more sales and that he was going to get some here thus making it clear we were being taken advantage of. This company is deceptive.
Desired Settlement We would like to be refunded at least for the cost of thermostat because it was definitely not needed. That total cost was $300.
Business Response This complaint pertains to a service call we ran on 3-19-15 and we have no record of customer concerns or complaints since that time.
Our technician was there to perform routine maintenance on the A/C system where he found refrigerant pressures and temperatures indicating a faulty expansion valve, we have documentation of all system stats recorded while on site to substantiate this. He also found that the first floor thermostat would not send a signal to the outdoor unit to run indicating a faulty thermostat.
The expansion valve itself was under parts warranty, but labor and additional materials to install it were not covered. The customer was presented with our findings along with pricing for all work, we were given authorization to proceed and to also add a drain line safety accessory. The work was completed the same day and we collected the quoted amount.
On 6-15-15 the homeowner called us back out with an A/C problem where we found the new expansion valve had failed. We replaced the valve immediately at no charge, still no mention of distrust or dissatisfaction with MTB. In fact this complaint to the BBB in October is the first notice we have had of any issues or concerns.
It seems odd that if a technician was overheard by a homeowner expressing the intent to take advantage of them to increase their sales that the homeowner would wait more than seven months to mention it.
Complaint My roof leaking from MTB Heating vent pipe since August-2014, a new construction home, they refuse to come out and fix it. They came out few times and now they refused to come out again and my roof is still leaking. I still have warranty.
Desired Settlement I like to have they to fix it. Stop leaking, that's all I want from them.
Business Response We have never refused to go out to this customer's house, in fact, we are at his home today. His flue pipe is leaking, we have replaced the flue pipe previously trying to correct the problem. The builder and roofer are also helping to get the issue corrected. It is an extremely slow drip so when we have made attempts to fix, we do not know if has solved the problem until we have a blowing rain. After it continued to leak after the last "fix" we advised the homeowner we were going to order a flue pipe that is not a standard stock item for us and that it would be special ordered. We did that this week, the pipe came in and we are there to replace it today. We all hope that this will solve the problem but we do not know till we try. If it does not work then we will continue to work with the builder and roofer to get the issue resolved. We have installed thousands of homes using the the original flue pipe that we used on this home and have never had a problem. Everyone has been attentive to this homeowner's complaints and everyone is trying to address the issue.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Southern Piedmont/Charlotte, NC. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.