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:18/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I had a heat pump system installed in 2023 by Midland Mechanical. The System worked well last winter; however, in the winter of 2024/25, the heat pump does not work. It pumps only cold air and does not provide any heat. Midland Mechnical has visited the site twice; once to rectify code violations from the original installation and a second time to replace another piece of equipment that was faulty. On both visits they tested the heat pump and declared it to be working; however, it still does not work as a heat pump. The owner stated they would not be making another service call for repair or warranty service, even though they have failed to fix the problem. When I threatened legal action, they responded that they would make a service call to repair the problem; however they have since (as of February 14 2025) to respond to my calls. They have abandoned their repair and warranty obligations. I don't expecct to get any satisfaction; however, I would like potential customers to be aware of their business practices. I am still proceeding with legal action to recover the repair costs incurred with having the system inspected by another company.

  Business Response

  Date: 24/02/2025

  Hi Mr ********, We have visited your house twice in the past two months to inspect the heat pump and after explaining numerous times that it does not work in extreme cold weather, we are still coming to your house tmrw for the third time based upon the service call that we arranged with you on Friday February 21, 2025. All of the inspections we have done so far have not resulted in any issues with the heat pump and that it is simply because it is too cold and not meant to function in the colder weather, which is why you have a furnace to fall back on during these colder times. We also recently replaced your humidistat for the humidifier, during which time we also explained the temperatures are too low outside for the heat pump to be able to function. 

  Customer Answer

  Date: 25/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  On both occasions that you visited the site, the technician left stating that the Heat Pump worked fine despite not being able to test it. Yes, that fan goes around but it does not provide heat and it has not provided heat all winter.   Also, on both occasions, the serviceman added coolant to the heat pump while stating that he was unable to find any leaks.  This is a closed system and there should not be any need to add coolant on both visits if it is not leaking out.

  There have been many days since October 2024 where the temperature has been above 0 degrees when the Heat Pump should be providing heat.  However, it only blows cold air.  I am aware that this is not a Cold Climate Heat Pump; however, it should provide heated air when the outside temperature is above minus 3 degrees.  IT DOES NOT.  Today it is plus 4 degrees and the heat pump should be operating; however, when I tried it, it only provided cold air. 

  You make a point of stating that you have visited the site twice; however, you could drive to the site 100 times and it still would not work if you don't repair it.  

  You have also never provided any warranty documentation for any of the equipment that you installed in 2023 despite my asking several times.  I suspect that you did not bother to register the warranties as you should have.  
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 31/03/2025

  I have heard from the company and the complaint has been resolved.  
  
  ***** ********
  
   

• Initial Complaint

  Date:23/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  There were 4 parts to my contract with this company. First started with a Hepa filter which is working fine, and a company called Midland Mechanical showed up after about 11 months and changed both filters. They also did an inspection of the heat pump which was part 2. Problem with them is that I cannot reach them by phone or email. The second part of the transaction involved installing a heat pump, upgrading the insulation in the attic and doing air sealing around doors etc. I was shown before and after pictures of the insulation and I saw it running into the attic. The air sealing however was not really done. He caulked around two things. I was told it was sold as part of the package - same guy as the insulation. The problem I am having now is that the heat pump does not appear to be working properly so my regular furnace is kicking in more than it should be, which was not the purpose. As I said I can't reach anyone from Midland Mechanical or the ******* **** *******.

  Business Response

  Date: 16/02/2024

  Good evening *******, We changed your hepa filter filters to assist you as you had requested it be done even though we do not hold the contract for your hepa filter during an annual maintenance appointment we set up for you back on November 2, 2023. The heat pump you have installed will only work until negative 5 at the most which is why the furnace is kicking in to supplement the heat in the home. This is how the equipment is supposed to function. It has been very cold in Ottawa for the last week, colder than negative 5. I am not sure what number you are calling for service but we have not received any calls from you. Our phone number is 1-866-938-4822. You also signed a completion form after the installation of the air sealing and attic insulation - if you were not satisfied, you should have ****rmed the technicians on the spot as they conducted a walk through with you to show you the work completed. 

  Customer Answer

  Date: 20/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The phone number I have been calling for Midland Mechanical, and leaving messages is the one they provided in their response.  When they finally responded to me, the lady apologized for taking so long to get back to me because they had been so busy.  That means they had got the messages, just didn't respond.  In their response they said that the Heat Pump will only kick in at temperatures above minus 5.  The lady from Midland Mechanical told me that it was minus 9.  I don't trust Midland Mechanical to service the heat pump on a regular basis.  What if my heat pump really breaks down.  Nobody really explained to me how it works, which would be nice to know.  As for the house sealing, I was told to sign the document by George N. because it was an all inclusive price.  I just want it documented that the person who did the work, nowhere did $3750 worth of work.  He caulked around 3 or 4 small items.  * ***** **** * ****.  As for the hepa filter, it was my understanding that Midland Mechanical was responsible for it's ongoing maintenance.  If they are not, then who?
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 20/02/2024

  Good evening *******, 

  If you are unable to reach us by phone you can most certainly email us at ****@*****************.org and we will reply to you. Sometimes the ******* units can function up to -9 with the windchill, without the windchill the unit will function until roughly -5. So what you were told is not incorrect. Had you not been satisfied with the air sealing, you should have not signed off on the completion form which is you acknowledging that you are happy with the work completed.  What is it that you are looking to get out of this BBB complaint? Please let us know so we can do our best within reason to assist you. 

  Thanks! 

  Customer Answer

  Date: 23/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I did email Midland Mechanical.  I received no response.  All I want from this is to know what they are responsible for with respect to my equipment (i.e. heat pump, hepa filter , furnace etc).   I want some kind of assurance  that if I have a problem with the heat pump, and I call, that my problem will be dealt with promptly - not 2 weeks later.  I would like someone to let me know what the parameter is for the heat pump with respect to when it goes into the cooling side.  No one ever explained the system to me.  I keep getting maintenance messages from the ****** thermostat system that came with the heat pump.  Is it you that I contact?  If so, it is saying that my HVAC system is due for maintenance.
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 29/02/2024

  Good afternoon ******* I have ******** * ********** ** our only email communications with you which is on August 28, 2023 where we emailed you a copy of all of your financing documents, to which you responded asking "I read in the agreement that I could make extra partial payments.  How would I go about doing this?" 
  We have no other email communications with you. Should you require service, please contact us at either ****@*****************.org or at 1-866-938-4822 - please keep in mind that we do not offer 24/7 service and we will do our best to get back to you within 12-24 hours of your initial service request. If your thermostat is indicating that the AUX has been running - that just means the furnace has kicked in to take over for the heat pump as it is too cold for the heat pump to run. I have ******** a thermostat user manual for you as well as unfortunately the ****** thermostats do not come with a physical manual. Midland Mechanical is only responsible for the ducted heat pump and nothing else in the home as we did not install your hepa filter or furnace or any other equipment you may have. 
  

  Customer Answer

  Date: 05/03/2024

  
  
  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.  I am not happy with their service, but I'm stuck with them, and can only hope that they respond more promptly in the future.
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:12/01/2024

  Type:Product 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.

  Had an energy advisor from ******** come into the house on April 27/23 to do an assessment and advised us on energy rebates that were being offered if we did some upgrades. Agreed to having a new gas furnace, attic insulation, heat pump, hepa filter, humidifier, and thermostat. Was told that we would have a 240 month maintenance, heating, cooling, plumbing and electrical protection if anything went wrong. Agreed to pay $30,000 for this contract. Energy advisor had it lined up that a company by the name of Midland Mechanical would be here the next day to install the gas furnace, heat pump, hepa filter, humidifier and thermostat. Attic insulation was being blown in
  as well that same day. When technician was here to install the gas furnace we were advised that they were unable to install the humidifier due not having enough room in the duct work. They also ordered the wrong heat pump therefore had to reorder. Was given a date that they
  would be there to install the right heat pump but they never showed or called that day therefore I called to see what happened and was told at that time that they shipped the wrong one so had to wait again for the right one. The heat pump was then installed roughly two weeks later. When it was installed they placed it on a plastic slab on an angle, not even level in my yard. When I called about that was told they would have someone out to level ir. When these items were installed, the technician did not go over anything. No one came to level the heat pump therefore had to call again to get this issue fixed. Heat pump worked great during the summer for air conditioning but when
  Oct. arrived and it was time to use the heat pump for heat and it did not work properly. It worked for about a week then the temp would remain at 19 degrees when it was set for 21 degrees. Would run for hours but the temp would not climb. Called Midland Mechanical, left a message on
  their voicemail. Tried texting their emergency line which they left a number for on their voicemail but did not receive a response. It took them about 48hrs to get back to me. Explained the situation and they said they would send a tech out. Technician came from Ottawa area, had said he was the only tech that serviced the area from Kingston to Hawksberry. Looked at my electrical box and said that it must have blown a breaker. I had said that we didn’t have any storms or anything that would have caused a blown breaker. Told me to try that to see what happens . Worked fine for a few days then stopped working again. Checked all breakers which all were fine. Called company, again it
  took over 24 hrs to get back to me. Sent the same technician out again whom proceeded to supposedly check things and told me this time it was the thermostat settings, played around with the thermostat settings and told me to try that. Again it worked for 3-4 days then quit.
  Called company, at least 24-36 hrs later got a response. Explained to them that I did not want the same technician ** ** ****** ****** ***** ******** **** ** *** ****** They agreed to send another tech. This time the managers brother whom supposedly owned his own HVAC
  business was sent and he told me they only called him when **** ****** ** *** *** *** **** *** their other tech couldn’t figure the issue out. He proceeded to examine everything and told me their was some wiring that was done wrong, pipes weren’t insulated and a couple of other issues that honestly I can’t remember, but he said he would get it fixed and it should be fine. Had to come back at a later date to fix it. Again the system worked for about 5 days then quit. Called the company, days later the same tech was sent again. This time was told that the freon was low would have to come back to add more Freon. Meanwhile the tech is coming late at night when it’s dark ** *** **** *** **** *** ****** ******** ** **** ** ** ******** ******* ** ******* *** **** ***** Came back another time added more freon and said that should solve the issue. Worked for a
  few days then quit again. Called the company, ** **** ***** *** **** ********** ** the whole purpose of the heat pump was to save money this time of year by not having to use the gas furnace. Left a message again, no response for a couple of days. Asked to speak to the
  manager or owner of the company but was told that wasn’t going to happen as no one speaks to the manager. ** **** ***** * ***** **** **** ** ******** ** *** ** * ******** ***** ** * ******** * *** ******** ** ******** ** ** *** **** * ***** ********* *** ******** ******* **** ** *** ** *** ***** **** **** ***** ** ***** *** **** ***** **** *** *** *** ******* ***** *** *** ***** **** ****** **** **** **** **** ****** I got absolutely no where with the lady on the phone, she just kept saying they would send a tech out. I paid $28,500 for this
  equipment and asked if they could just get a new unit but just kept getting told that she understood. Agreed to have the tech out again whom this time told me that there wasn’t enough airflow therefore I would need more cold air intakes. Would they have not inspected everything before installing a heat pump to see if it was a good fit? Was also told that the furnace was too
  big for my house, well again would they not know that before installing it? Meanwhile I have been getting an L2 error code and a P2 error code on my heat pump. He continued to put a larger cold air intake in my duct work and wanted to put a larger cold air intake in my floor
  where my previous one was. I questioned why this was not discussed with me before installing the heat pump if this was going to be an issue because I would have never have purchased it. Again did not have all the supplies and equipment to do this at the time and was going to have to
  come back another day. At this point I was ready to have all the equipment removed and be done with them. Two months I have been dealing with them to resolve the issue with someone here every week. I asked them not to come back until I had a second opinion. I had another ********* company come in, they suggested getting the unit up off the ground by at least a foot so that it could drain when the unit would get any snow or ice in it and possibly a cover. This other company told me that the furnace was not too big, they changed the setting to -6 to kick over to the furnace and also said there is valve that should be changed (they are going to provide a report). But again the system only worked for 24 hours then an L2 code appeared. My husband called Midland Mechanical but got the voicemail, asked them to call back so we could talk about what the other company said and to see what the next step would be……no response! Waited and called two days later, left another message…….no response! I tried emailing the company……no response again! I called two days later left another message with no response again. I was also told that Midland
  Mechanical was going to pay for my ******** gas bill (at first they agreed to only pay half but then agreed to pay it full by putting a credit on my acct but the payment was never made. I ended up having to pay it and I also feel they should have to pay the next one as well. I proceeded
  to call ******* themself (the make of the heat pump) and they asked if one of their technicians had called in to ******* as they could walk them through troubleshooting the problem, which I have no idea if they did or not hence the reason why I was trying to get in touch
  with them again. Was told by ******* that my unit had a 5yr parts and warranty service on it, that I could seek another company to fix it but I would have to pay for the labour. The whole idea was to have the 240 month service where I didn’t have to pay for additional labour costs. * ** **** ** *** ** **** *** ******* *** *********** ** **** ******* *** * ** ** ** **** **** *** **** ***** ** ** **** **** *** * **** * **** ** *** *** **** ********* *** ******* ***** * ** *** ******* ******** *****  I would much prefer if they would just come and take everything it of my house ** * *** ** ** * ********* ******* **** ** ***** ** ******* ** ***** *** *** **** ** **** **** ** *** * *********

  Business Response

  Date: 20/02/2024

  Good evening *****,

  at the beginning of this complaint you indicated the loan was $30,000 but then near the end of it you indicated the correct amount which is $28,500. You are covered for maintenance on the unit however, pre-existing issues such as your cold air returns or lack thereof, are not something that is covered in this maintenance. However we covered that cost for you. In regards to the wait for the install, you had specifically informed the energy management consultant, who is not a representative of ********, that you wanted a specific model of heat pump as you had already done an energy audit for your home prior to us attending the appointment you made. Unfortunately special orders do tend to take longer and employees at ******* or their head office in Texas *** *** ******* *** *** **** shipped the wrong one initially. We wanted to ensure that you received the specific model you had requested, so unfortunately that entailed waiting for the correct unit to come in. The issue is with the return ducts and we have sent technicians out out on numerous occasions and each one has come out with the same result - which is the return air is net to none, which is causing the heat pump to shut down every few days. We are not responsible for the duct work in your house. You were informed multiple times that it needed to be repaired and it was ignored as was the diagnosis. A couple of the technicians also noticed the thermostat settings were different from visit to visit after they had adjusted it to what it needed to be and asked that it not be played with. These are energy efficient units and they tend to take longer than a furnace to hit the desired temperature on the thermostat. To resolve this issue, we can honor paying 80% of your ******** bill from the billing cycle of October 20, 2023 to November 16, 2023 which would be $93.64. However in regards to the lack of the return airs in the home, this is your responsibility. 

  Customer Answer

  Date: 20/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: First of all as stated in my comment the original contract was for $30,000 but it was reduced to $28,500 due to a humidifier not being able to be installed.  Second of all I was never informed that this heat pump would not work with my existing duct work or cold air intake.  *** ***** **** *******  **** ******* ***** **** ****** **** **** *** ********* * ******** ***** ** *** ** * *** *** ****** ******** ******** ** **** *** ******* ** **** **** * **** *****  And yes you did put another cold air intake in my ductwork in the basement and it still proceeded to not function.  Now you are wanting to cut a huge hole in my floor hallway ***** ***** ** ** ******* ** **** ******  Thirdly never ever did I request a specific heat pump!  I do not have the knowledge concerning any heat pumps and left this to the energy advisor or consultants from your company to order the proper one to suit my house.  You sent two different technicians to my house and the first did not mention anything about having an issue with my cold air return.  The second technician you sent out was here numerous times and each time he said it was a different issue.  First it was my settings, which by the way when they changed the settings I did not ever play with them or change them at all, *** ***** * ** **** * ***** **** * ****** ** *** ****** ** ** **** * ***********  Another time he said it was lack of freeon and topped it up with that.  But no mention of my cold air return until his last visit.  And I was not informed multiple times that it was my ductwork that was the isssue?  Had I known I was going to have issues because of my ductwork I would have never of had a heat pump installed.  You would have thought someone meaning the ******** representative or a consultant from your company would have noticed this or did a further investigation to make sure that my ductwork was compatible for a heat pump, ***** *** ****  And I  understand that they take longer to reach the desired temperature compared to a furnace but when the temp is set for 21 and it is still at 19 for 8hrs or more and not increasing, obviously there is an issue.  As far as my invoice from ******** I was told this was going to be covered and I still have not received payment for it.  As far as I’m concerned i would like a refund and  you can come and take the units out, I do not want the heat pump, hepa filter or the furnace ** *** ******** ******* ** **** **** *** * ** *** **** ** **** ** **** ******* **** *****  So please call me to set up an appt. to have the items removed and my money refunded.  ###-###-####

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

  Customer Answer

  Date: 24/05/2024

  Additional information provided by consumer - April 2024

   

  Towards the end of February I called the ******** energy advisor that came to the house to sell me this pkg deal and told him the issues I was having.  He agreed to call Midland Mechanical to get the heat pump replaced.  Energy advisor called me back to say that they would be replacing the unit.  As of March 4/24 Midland Mechanical did send one of their technicians to finally replace the unit.  At this time they wanted me to sign a letter, By signing this full and final mutual agreement, we have agreed this matter is settled to its full extent and no other implications will be brought against us, which I did not agree too.  I agreed to file an update with the better business bureau and that was it.  * **** **** * ****** *** **** *** ** ** ** * ***** ***** **** ** **** **** **** **** **** ******** ** ** *** *** *** *** *********** ** ****** **** **** *** **** ****  ** *** ******* ** ****** ******* ** ** **** *** *** **** ****** ********  ** * ** ********** ******** **** they finally gave me a new heat pump but will not be signing a letter.  Their service with returning phone calls is still not the greatest *** **** ***** ** ******* ********