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:11/14/2024

  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.

  It has been more than a month, in the middle of cold weather, experts and Town Inspector recommended that our furnace be shut off for safety reasons. So, we have been depending on space heaters.
  
  In 2021, we purchased an HVAC system from **** ***** for the amount of $16,000. **** ***** contracted with Total Mechanical LLC (TMS) to install the system. Immediately after the system was installed, the Local Fire Department arrived to our home in an emergency with several fire truck. They immediately ordered all four of us out of the house due to carbon monoxide. Reason, the furnace was installed backwards. The fire department shuts the furnace off. The next day, TMS came to the house to literally put some band aids on. Since, furnaces are used seasonally, the problem never subsided. For each occurrence of problems, TMS applied some band aid over the deep wound without correcting the root cause of the problem. This year, when the problem re-surfaced, TMS didn’t come. So, because my husband and I both have medical issues, he paid some else to check the furnace. At that point, **** ***** and TMS seized the opportunity to claim that since someone else touched the furnace, the warranty is nullified. However, they could gift us a space heater for $50. In addition, they offered to reimburse the money that we paid to diagnose the problem. So, despite spending $16,000 , we are freezing in our home.

  

  Business Response

  Date: 12/31/2024

  We reached out to the customer on 12/17 and left a message to discuss and gather more information.

• Initial Complaint

  Date:11/05/2024

  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.

  In 2023 we selected TMS to install split head AC units in our house
  For the past year we have had ongoing issues with one of the compressors
  Throughout the summer of 2024 we have had multiple (5+) visits from
  Various technicians or warranty experts. All of which had varying degrees of resolution, none of which worked
  We now have reached the point where we have no heat from these units, moving into November and after the technician left today (11/4) after identifying another issue, were told they cannot get out for a repair for another 3 weeks.
  At this stage I feel TMS is not acting in my best interest and that we have been more than patient in waiting for their team to resolve this.

  

  Business Response

  Date: 11/19/2024

  We were out on 11/11/24 and have ordered a replacement head for the system. Our service dept will be in touch as soon as this comes in to schedule the replacement.

  Customer Answer

  Date: 01/24/2025

  At this time even after multiple repairs and conversations I do not feel that an appropriate resolution has been achieved between myself and Total mechanical, and at this stage their customer support have advised they will do nothing further to try and resolve my concern 

   

  Customer Answer

  Date: 01/24/2025

  At this time even after multiple repairs and conversations I do not feel that an appropriate resolution has been achieved between myself and Total mechanical, and at this stage their customer support have advised they will do nothing further to try and resolve my concern 

   

• Initial Complaint

  Date:06/25/2024

  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.

  July 2023 my central AC unit started making noise. Total Mechanical Systems came out and said my system was over 30 years old and needed to be replaced. Hot water heater was working fine, but also old and would be cheaper to be replaced all at once. I told them the most important thing was energy efficiency because my electric bills were too high. They explained the new heat pump heat and ac unit is the most fuel efficient and I would save money on my utility bills so I agreed to spend $18,024.15 for the ac/heat and hot water heater. My electric usage has gone through the roof on both heating and cooling since they installed the system and its first winter I woke up to 34 degrees because the system completely failed. They sent someone that day who told me the motherboard was bad and it was wired incorrectly. He changed some wires, did not address the motherboard and I had heat again. Next bill, my gas and electric were both higher than normal. Fast forward to June of this year, system cooling completely failed. It was 86.4 degrees in here and I have 2 chinchillas that cannot tolerate high temps. Again they came out. Told me the motherboard was fine. They could not send that back to the company as they would lose money if nothing was wrong with it and he could not understand why I even have a motherboard when I only have one zone in my little condo. They fixed the ac on Friday but said they could not test the heat until winter so I do not even know what the next winter will bring. Come to find out, my electric and gas usage is not only NOT efficient here in my 1244 sq. home but 3x higher than my son's house which is 3x bigger. Today I woke up to luke warm water. Again the brand new hot water heater they installed less than a year ago ** * ***** ** **** since my 13 year system NEVER had a problem. They agreed to come out tomorrow, 6/25/24 and charge me $99 and let me know IF it is a warranty part., they will replace that under warranty.

  

  Business Response

  Date: 06/25/2024

  We did go out to the customer's home on 6/25 to diagnose the water heater issue which the temperature setting was on very low, so we adjusted accordingly. We also shared the system/usage feedback with our Service Manager who will review and be in touch. 

• Initial Complaint

  Date:05/23/2024

  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.

  I had a heat pump system installed on 1/31/24 it was installed improperly. The unit freezes up completely. It has an oil leak and compressor is damaged. I have lost complete trust and faith in the company and want a refund so I can get it replaced by another company. I have been calling and leaving emails to resolve this problem, but they are only willing to further troubleshoot my issue. Every time they have come out to trouble shoot the problem they have made it catastrophically worse.

  

  Business Response

  Date: 05/24/2024

  We have an appointment scheduled for 5/24 for our technicians to diagnose/treat any issues the system is experiencing.

• Initial Complaint

  Date:02/21/2024

  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.

  I contacted total mechanical
  Systems trough **** *****, a guy came and explained how the systems work he recommended 3 systems total. One downstairs and 2 upstairs( when he noticed that we did not have heat what so ever upstairs) I then called to say if one is enough for downstairs one should be enough for upstairs as well. I asked him if I needed better insulation or anything for the systems to work better and he stared no that the systems made sure they pulled and pushes the hot or cold air from anywhere. He stated I would pay them with our gas savings now I have both gas and a high electricity bill. I call to cancel because I had a friend pass away I called and jeniffer screamed, threatened and bullied me into keeping the systems. She started they would take the permit and the warranty. So they proceeded with installation. Since I didn’t want to start the permit provess and we needed the heat. I called the next day to close permit but they told me they didn’t start it. I called Jennifer and she said there was a check issue. The permit wasn’t paid or started till after the installation well after a whole month. The systems do no lt heat up my house. I have a 2 year old running around a cold house and I have to use my furnance. I tried asking them to take the systems back or give me another discount based on the permit and the lies the salesman told us. If it was stated from the beginning that the walls were going to be an issue I would not have gotten anything. I feel like the soul purpose of Jennifer and the sales man was to get their commission with out providing accurate information. They told me they would work something out with me but they haven’t all they did was re send the check for the permit.

  

  Business Response

  Date: 02/21/2024

  Hello-  the sales representative recommended the best system for the customer's home based on heating needs. Iris called the day of the install to cancel and Jennifer had asked for reasoning which Iris said was becuase she could not afford it at which time Jennifer even lessened the scope of work. Iris then said her FATHER passed away, not a friend, and Jennifer provided her condolences. At no point did she scream at or bully the customer - Iris has already left numerous reviews, angry social media postings, comments on social media photos having nothing to do with her individual issue (essentially spamming/harassing our company), and bad ratings and each time, Iris' comments escalate to a new, further untrue level. Our company did everything we were supposed to and unfortunately, now, it just seems like the issue is the customer says they can't afford it after the system has already been fully installed. Our Service Manager is handling all further communication. Thank you.

• Initial Complaint

  Date:12/11/2023

  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.

  November 1, 2023 was the date of transaction. Total Mechanical Systems prepared an invoice through **** *****. This is when I purchased a furnace and air conditioner unit for $14,000. They said we should expect installation in a week. This company finally came to install on November 20th after numerous calls to this company. They took basically an entire day, and upon leaving our residence, they said that they cannot turn the furnace on because our recently installed oil was contaminated . We called our oil company, a tech came out to our house and said that was untrue. I called Total Mechanical, spoke with Mike who disagreed with my oil company. At this point, I did not know who was wrong. I went to **** ***** to share my complaint, they called and spoke with Mike and someone will come out to take care of it. I also went to the Town of ********** to see what I can do to get heat, the Manager also called Total Mechanical and spoke to Mike. Total Mechanical Systems came to my resident to inspect their work a week ago, they told my husband that they could not fix it and left. We still have no heat.in addition, they gave us a air condition unit with a bent, they left a hole in my wall exposing they outside big enough for squirrels and rodents to come inside. Needless to say we are very unhappy as we have had no heat for over a month!

  

  Business Response

  Date: 12/11/2023

  Pictures are attached of everything from our Install Manager's visit. He went out to the customer's home who was extremely upset. The customer's first concern was a hole where the line set exited the house. He claimed the hole was not sealed but the install manager checked and took pictures. The hole was in fact, sealed. The install manager explained to the customer that it was clear caulk, and it was sealed but he did not except that answer. The customer was also upset about the bent fins on the condenser. The install manager tried to explain to him that this was normal, but he did not want to hear any of it. The next issue was the new unit not firing. The install manager was told on the day of the install that it had oil in it. He had the installers provide pictures of the oil which appeared very cloudy which is consistent with water contamination. The install manager bled the line and tried to fire the unit, with no luck. He disassembled the burner j tube and inspected it, did not see any issue there. He reassembled per manufacturer specification and tried to fire the unit. This did not work. The customer told the install manager that the person he got oil from came out prior to his visit and told him that there was water in the oil. The install manager was also told that this person started the water heater but quickly shut it off claiming it needed to be serviced. 

• Initial Complaint

  Date:08/08/2023

  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.

  A few years ago we had a new heating system installed by TMC costing $20,000. After a couple of years we began having issues with the product. After months of back forth we were granted a replacement under warranty which took place in December 2021. We soon realized that there was no permit filed. We contacted them over a year ago and have been told that they would get everything taken care of. We have made dozens of calls, been promised call backs, and not once have they come through. From the very beginning Mark has been non responsive and avoidant. We have also spoken to Jenn/Jess (unsure) who is in charge of pulling permits and have not received any information. I need a permit pulled so I can maintain my system. I’m tired of begging for a response for something they should have done years ago.

  Customer Answer

  Date: 08/08/2023

  This paper shows when they installed the device.  It is almost 2years ago.  All I need is for TMS to complete the job and pull the permit 

  Thank you 

  Customer Answer

  Date: 08/08/2023

  This paper shows when they installed the device.  It is almost 2years ago.  All I need is for TMS to complete the job and pull the permit 

  Thank you 

  

  Business Response

  Date: 08/10/2023

  We had been told that due to this being a warranty replacement, a permit was not required. We also called and spoke to the town. We are happy to look further in to this and do what is now required if in fact it is. We will be in touch.

  

  Business Response

  Date: 08/10/2023

  We had been told that due to this being a warranty replacement, a permit was not required. We also called and spoke to the town. We are happy to look further in to this and do what is now required if in fact it is. We will be in touch.

  

  Business Response

  Date: 08/15/2023

  The permit was actually issued in July. Attached. Thank you.

  

  Business Response

  Date: 08/15/2023

  The permit was actually issued in July. Attached. Thank you.

• Initial Complaint

  Date:06/02/2023

  Type:Order 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.

  Total mechanical systems breached SIGNED contract for payment to *******. due to water damage caused by them. (TMS) The amount is $4348.89.
  They are simply ignoring repeated phone calls from *******, and from myself the homeowner…

  

  Business Response

  Date: 06/02/2023

  ***** - we have never refused to pay any bill. We just received the invoice from **** *** this week and Accounts Payable is following their standard procedure for processing invoices and submitting payment. It is being taken care of as we always do. Thank you and have a good weekend.

  Customer Answer

  Date: 06/02/2023

  
  
  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. If this is true all complaints will be revoked.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:01/26/2023

  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.

  I have purchased a house for which the seller never disclosed the heating system was not working. I moved there with my family on October 12. 2022. It was frustrating to find out by the ******* ****** ********* ******* that this system was not working at all for a couple of years, but the seller did not consider it important to say it. I tried to get the seller since I found out, but he just blocked me out his number, and there we felt a nightmare started. I began searching for a company to help me with this issue immediately as we were just almost jumping into Winter. I have gotten two or three qoutes. On 11.21.2022, I accepted the quote for a new furnace installation to my house. This is 01.24.2023, and I am still waiting for it. I've been patient enough already given that my whole family is suffering this caotic situation. Every time I asked why this was taking so long, I was given a different excuse like: the city is putting barriers on the job, etc. Today, I called the city (building and ***), and per their statements, they have nothing to be with the delay at al. This is just negligence from them as they are not experimenting with the cold at home as we are. We can not even invite our families and friends to our house as the cold is inclement. I was emailed about my new system finally going to be "on" on Thursday 01.19.2023, but for my surprise again, I got home with no heating system. I have not even given an explanation about it, and when I tried to contact them, no one knew what was going on. This is the reason why I am contacting you because this is for a cost of $19,500.00, financed (10years) so I will pay $30k plus for a system I will end using it on Summer not Winter.
  I have been offered a couple of qoutes even cheaper, but as this company was referred by **** ****** so, I decided they were the ones! After I decided to run away from this contract, another contractor came to offer an estimate (much cheaper and with warranty to finish in couple days,) and they did not get this to take so much time, given that temperatures are freezing.

  

  Business Response

  Date: 01/26/2023

  We went under contract with this customer in late November. The entire timeline is attached of all calls made, inspections scheduled and re-scheduled, etc. There were also financing hiccups because the customer could not access their email, went on vacation, etc. as well as the initial inspection of the home failing due to numbers not painted on the home correctly...

  This was a 4-day installation and it was after the 3rd day that the customer reached out to us and told us not to come anymore and wanted to be refunded. The equipment is in her home, the new chimney liner, piping, gas line, etc. She will not allow us to come back and finish the last day to get everything up and working and is now requesting a refund. Our Operations Manager has told her we will not provide a refund as all the work has been done with the exception of the last day and that is just because she wrote us and told us not to come back until we heard from her. 

   

• Initial Complaint

  Date:11/14/2022

  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.

  This past August, we contacted **** ***** for a quote to replace our HVAC system. **** ***** put us in contact with the total mechanical systems. They came and gave us a quote for roughly $16,000 and that was to replace the HVAC system as well as the ducting of our house. we ended up not needing to have our ducting replaced but total mechanical systems charged us for it anyway. We contacted the business and they agreed we were overcharged by $6000 and stated they would be issuing us a refund for the $6000. After a few weeks, we didn’t hear anything so we called them and were told that a check was going to be sent to us for $6000 and it should be coming in the mail. in September a check was issued to us by total mechanical systems for $6000 and I deposited the check a few days later I was informed by my bank that check had been canceled by the issuer. When I called total mechanical systems to figure out what was going on. I was informed they were told by **** ***** to cancel the check and **** ***** will be issuing us our refund. It is now almost 2 months later and we do not have a refund. We are paying interest on $6000 that we shouldn’t have to be paying and when we contact total mechanical systems they don’t have an answer for us on what’s going on with the refund and they basically tell us we have to wait to see what’s happening. Attached is a picture of the check that was canceled by total mechanical systems.

  

  Business Response

  Date: 11/15/2022

  We processed the refund on 9/16/22 with HD. We also emailed our DSM at HD for an update yesterday, and she replied that she was sending the info to Finance in ** to confirm all went through.