ComplaintsforWolff Mechanical Inc

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date Of transaction was on Aug 30, around 4:30PM I received a bill for $1100.00 I called up Wolff and they explain what this bill was for. One replacement for the new Motor and a *************** I told them that for 4 days after they left the replacement, it was not working so I call a new AC guy and he told me that the wire was hook wrong and that why it would not work.The service guy that come out the first time told me that I might need a new motor I asked him how much he said $495. I said ok. So when I got the bill for $1100, I ask and that me it was for a new motor and the ***************** That when I said well it has not worked since you left the rescue motor. He then told the bill down to $750. I them send them the bills I paid to fix their mistake so they could take it off and have not heard anything about it. I just got a bill for $750, so assumed that they will not take all the extra 250. I spoke to the sales manager and he seems to be not wanted to help. So what is my next step? I am a Senior and I am on fixed income and feel they were trying to take advantage of this.

  

  Business response

  09/18/2023

  Good morning,
  
  On August 30th ***************** called into Wolff Mechanical stating their roof top A/C unit was not working.  ************** arrived to the property to find a blower motor not responsive.  The technician did not have the required factory *** motor that the customer requested, which is typical.  ************** installed a BRAND NEW rescue motor for the time being while we ordered a new one.  It was later in the day, so we were not able to get a price for the *** at that time. The technician quoted the customer $100 for the rescue motor and they approved this, the technician installed this and he left.  He did not collect any money at this time because we would until the *** motor came in and collect at that time.  It took a few days to track down a motor because these are not readily available.  On September 5th, our dispatcher called and left a message for ****** stating that the part was in and the total repair would be $1,100.  We never heard back from her except at some point later that day, ****** called the technician on his cell phone and stated to him that she did not want to go through with this repair, and she wanted the technician to speak with her husband about this.  When the technician spoke to the husband, we learned that according to the husband ****, he claimed the recue motor we installed had not been working since after we had been on site.  This was the first time we had heard this.  They never called in to tell us this, as we would have come back out.  So, at this point it had been several days.  At some point **** informed our tech that he had another company come out and fix it and he provided us with a very shady invoice from a company that is no longer in business.  First of all, they never called us and secondly, having another company come out voids any workmanship warranty that we would provide.  At this point we would still help them and waive the rental fee in an effort to help the customer.  It was clear the just did not want to pay.  They decided to keep the motor in place that we had installed.  We told them it would $870 for that repair, however, because they were still complaining, we adjusted the invoice to $750.00.  They were unhappy with that and refused to pay.  On September 12th, ****** called into Wolff to speak to our dispatcher.  He called her back.  She wanted his email address so she could make payment that was due.  That was the last we heard anything from them until this complaint.  In regard to this $495 number, she is stating.  We never quoted that figure in any way.  That would have been an impossible amount to charge for this repair.  Please let me know if there is any additional information you need.  This customer at this time has yet to pay for any services rendered from Wolff Mechanical.
  
   
  
   
  
  Best regards,
  
  ***********************
  
  General Manager

• Initial Complaint

  08/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/16/2014 I bought a Daikin heat pump with blower and coils from Wolff Mechanical who promised a 12 year parts and labor warranty. Wolff also promised to take care of the registration of the units. On 8/7/2021 the blower failed on our east side unit. ****** Brazil came out and said the motor in the blower failed and ordered a new one which was installed on 8/11/2021. They looked up the unit's serial number and told us the unit was not registered and even if it had been the warranty would have expired in 2019. We paid $1,771.00 for a new motor and the labor to install it. I called Wolff Mechanical and they refused to honor the 12 year warranty and stated that it was up to us to register the units. Wolff also failed to register the second unit we bought on 4/16/2014 and was installed on 4/17/2014 with a 12 year parts and labor warranty. So far the west side unit has not failed, but I have NO reason to believe Wolff would honor the 12 year warranty on that one.

  

  Business response

  07/08/2022

  On 3/29/22 after a couple of phone call attempts as well, our Service Supervisor sent the customer an email as well.  The email stated:  I have attached copies of your contracts from when you purchased both systems. It has on the warranties line a 12 year parts warranty and 1 year labor warranty. Its unclear who you spoke with at our office, and I apologize for any miscommunication.  Do you recall the associates name?  Had this come to my attention,  I would have verified your contract and honored the parts warranty.  We have recently undergone some major changes to our leadership team and policies, and we pride ourselves on creating a positive customer experience.  What I can do for you is provide a refund minus the labor to install which would be $1471.00. Moving forward, Wolff Mechanical will also honor the 12-year parts warranty on both systems we installed. You must use Wolff Mechanical for warranty issues, as we are covering this in house for you. The first system we installed will have parts warranty through us until 03/19/2026 and the second system is until 04/17/2026. We will not honor if another company does the repair.  Unfortunately, I cannot answer for the way processes were handled in 2014, but I can tell you we now register all equipment properly for our customers as a courtesy. It is not a requirement for us to do so.  Ultimately it is up to the homeowner to make sure the equipment is registered.  If you would like to talk about this further, please feel free to call our office and ask for me, *****************************, and we can talk more about it.  I hope this is a positive outcome for you and we absolutely value you and your future business with us.  Thank you.

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