Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After installing a whole house Daikin mini-splits system in late 2022, Gil R******* of GMR Mechanical at 9 Muse Terrace, Salem, NH 03079 became elusive and hard to pin down when the system broke down just weeks after installation. Half the system was unusable for weeks in the dead of winter until he finally came out to get it up again, but it still didn’t run right with one head overheating a room and another not heating enough. Flash forward to summer heat, and the system was shutting down with error codes again in AC mode. I chased Gil for over three weeks during which he repeatedly failed to respond, schedule service, give me a reasonable date/time or timeframe by which service might be scheduled, show up when service was scheduled or stay long enough to perform the necessary repairs to properly and effectively address the issues. We finally had to contract another HVAC service (Derry Plumbing & Heating), when it was clear Gil would not return to honor his “One year installation warranty”, paying them $2,317 to diagnose and finally fix the issues that turned out to be a botched installation with cross-wired heads.

  Business Response

  Date: 09/08/2023

  I have explained to M** ***** that because I am a one man operation he would have to wait until the family issues where resolved before I could get there. He did not want to wait. In our warranty information and 3rd party repair voids our installation warranty.  We will not be refunding any repair. We refer customer to re read our terms and conditions on the estimate he approved. 

  Customer Answer

  Date: 09/12/2023

  ********** ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because his response does not at all accurately describe what transpired.  First of all, no such "warranty information" detailing any terms of their warranty whatsoever was ever provided, only a 3 line reference to a "One year installation warranty", a "One year manufacture labor warranty", and a "12 year manufacturer parts warranty" appeared in estimates and invoices; these warrantees were discussed verbally but no such terms re: 3rd repair were ever mentioned.

  Second, the business owner (Gil R*******) continually evaded, mislead and jerked me around, at first promising to come out Mon 7/3 (see attached) then failing to respond to multiple emails, calls and texts when I attempted to coordinate a time that worked for us.  He did come out once to top off the refrigerant in the system, but that did not fix it, and he left without doing any diagnostics (or even speaking to me so we could discuss - very unprofessional); after that he promised to come out again but was a no show with no call, email or text to explain or set a new time.  In nearly 4 weeks I could never pin him down or get him to shedule a specific date and time that worked for him and us, much less show up when he said he would.  Finally, it became clear that he was just ghosting me as he wouldn't even pick up his phone, and repeated emails and texts from me went unanswered.

  To be clear, I was very sensitive and respectful regarding his family issues and willing to work with him.  We would have been happy to wait if he had only acted professionally and shown me some basic courtesy by giving me a clear idea about how long we would have to wait (he never did).  After a month of waiting in the summer heat with a $28.5k system not working, chasing and getting the run around from Gil/GMR with no idea whether we'd be waiting days, weeks or months, we finally and very reluctantly decided to call in a professional to address the issues. 

  A business can't just promise a warranty on an expensive service like this and then effectively walk away when the customer has a claim, that's fraud.  Again, if he had just responded to our multiple good faith attempts in calls, texts and emails, given me a reasonable timeframe for service, shown up when he said he would, or stayed long enough to do any diagnostics and discuss his findings or next steps the one and only time he did show up, we would have been happy to wait.

  The bottom line is that Gil R*******/GMR promised a 1 year installation warranty and then willfully dodged us when we had a claim and failed to honor that warranty (or give us any reasonable signs that he would in the future).  We originally chose to work with him and gave him nearly 30k in business in no small part because these warranty assurances were in place, albeit verbal and comprising 3 lines in his estimates; without those warrantees we absolutely would have turned to someone else.  We went above and beyond to try and work with him until it became painfully clear he was never going to perform on his warranty.  At what point does a consumer have to move on and assume the vendor has shirked their responsibility when that vendor is so demonstrably unresponsive and unreliable?

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

  Customer Answer

  Date: 10/11/2023

  Hello, I received an email/message in your system indicated my complaint has been closed because the business responded to my complaint.  However, the business's response was unacceptable as they completely failed to honor their warranty (i.e. I am NOT satisfied with their response).  I understand if the open complaint must be closed in BBB files, but it does NOT appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."   Why do I see 0 complaints with this company's BBB Business Profile?  That's the whole point of filing the complaint, to have the complaint visibile, because I did not expect them to suddenly start acting honorably just because I filed the complaint through BBB.

  Please let me know why the complaint is not visible (why this business shows 0 complaints) and/or tell me you have fixed this issue so I can check that the complaint is visibile.

  Thank you,
  

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

  Bureau Response

  Date: 11/29/2023

  ****** *****
  ** **** **** ****
  ******** *** *****
  
  
  
  
  
  Dear ****** *****:
  
  

  Thank you for bringing this to our attention via email to our Operations Staff. We're taking your concern very seriously, the complaint that was closed as Answered was not published to this business' profile as expected. I have addressed this issue internally and the complaint is now published and visible on the business profile. 

  I sincerely apologize for the delay and the inconvenience this has caused. If you need to speak further, please contact me directly.

   

  Sincerely,

  Rebecca F*****

  President & CEO

  [email protected]