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A BBB Accredited Business since
BBB has determined that Modern Mechanical, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Department of Professional and Occupational Regulation (DPOR)-VA
9960 Mayland Drive, Suite 400, Henrico VA 23233
Phone Number: 804-367-8500
The number is 2705134143 A.
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Shawn Mitchell, President Ms. Terri Estep, Secretary Mr. Zach Turner, Vice President
Air conditioning & Heating Contractors - Residential Plumbers
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BBB Complaint Process
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Additional Phone Numbers
- (703) 726-6066(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
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||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative 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.
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.
Problems with Product/Service
Read Complaint Details
Complaint: Technician came out about 3 weeks ago and found that my furnace had a cracked heat exchanger. I have not received a call back from their office on the status of the replacement part. This is after calling their office 3 times every week and leaving numerous messages. Dispatch office is supposedly different from location who answers the callabout
Desired Settlement: If they cannot replace the part, they better replace the furnace which was their last resort as covered by our home warranty thru Modern Mechanical.
First, let me say we’re so sorry you have experienced poor service or response time from our team and thank you for bringing this to our attention. We completely understand how frustrating it can be when information is not being communicated effectively. You will be contacted today in regards to your open claim.
It is our company policy to return all messages within 24 hours. During the last several weeks we had one employee not performing to the Modern standard , and as a result we lost many customers messages and several customers did not receive responses to their concerns or issues. We have upgraded our talent in the customer service department and we will achieve the goal of returning all messages within 24 hours. Going forward everyone can be assured of getting a return phone call – if you do not, you may call me, **** ********* – COO and Co-owner on my personal cell phone ###-###-#### or email me ****************** and I will make sure you get a return call. We will be calling this customer to work on the resolution. Again, we are sorry for this temporary disruption in our service.
Problems with Product/Service
Read Complaint Details
Complaint: Modern Mechanical came to my home to assess problems with Hot Water Heater. The service receipt indicates that "...keep getting pressure switch error...Will order new Pressure Switch and return to fix." This is dated 2/18/2014. They have taken my $100 payment, BUT, they have not returned to my home to fix. It's been almost 2 months. I've called them no less that 5 FIVE times and they keep telling me they'll call me back when they know more or when the part comes it or when the supervisor returns, etc etc. They have NEVER called me. I feel that they've taken my money and ran. Terrible service to not even call me back.
Desired Settlement: Return my $100 simply for stress and hassle and my time in continuing to call and time to complain on BBB.
Thank you for contacting Modern Mechanical. We care about your concerns and always strive to provide the best possible customer experience.
I apologize for the breakdown in communication. We were working with your home warranty company and we communicated with them several times about the part availability status. We assumed they were keeping you informed of the progress. We agree the process did not serve you well and we will quickly refund the $100 deductible. In addition to the refund, when the part arrives we will install it for no additional charge to help compensate for your frustration you incurred. Thank you again for bringing this to our attention and we look forward to working with you in the future.
Customer Reviews Summary