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:08/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 company was sent to us by ************** and we have never been so shocked by the lack of professionalism. Left screws everywhere, didnt fix the issue and filed it as not normal wear and tear on an air handling unit in the attic in *******. Said looked like someone sat on it. No one even knew where they were. Never needed.

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 want to stress how unprofessional, unskilled and utter neglect Complete Air Mechanical took my claim and fought tooth and nail with complete disrespect through emails with the owner. I paid 85$ for a service call regarding my AC unit that was not running. *** arrived 5/30 and the tech had no clue what was wrong. He was in attic taking things apart from the air handler trying to diagnose. He found out the capacitor was faulty in the outside unit in the condenser. So he put all the panels and such back on upstairs in the attic unit. He replaced what he said was a faulty float switch also. He stripped pretty much every s**** on the unit. On 6/6 I had a hole in my garage ceiling, water had leaked out the return phlegm. I called AFHW, they said it wasnt their fault. Called CAM and they sent same tech back out to fix the issue. In 3 minutes of his assessment, he said the coil was freezing or froze, defrosted and caused the leak. Which was not the case. He cut a hole in the leak, called man coworkers unsure the issue. He called his boss *******, she said to patch the hole because owner did not provide access. He patched the hole then CAM called AFHW and I got a letter saying my AC isnt covered anymore due to hazardous conditions which CAM caused! They claimed no fault, said to get a 2nd opinion which I did. They refused the 2nd opinion, fought against their findings and then sent a veteran tech out on 6/19. The veteran tech found out my line was clogged, backing up the water line and pushed it down into the return phlegm where it leaked. They charged me 150$ for a chemical clean and the line opened up and leaked stopped. I asked why the other tech came out twice and couldnt find the issue. He said well these things can get over looked. Thats ridiculous, it was a complete misdiagnosis, negligence and they claimed no fault. I then paid 500$ out of pocket on 7/7 finally to repair the drywall and hole in ceiling. I have everything documented, pictures, emails.

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The company was sent by American Home Shield. The company recommended a cleaning of the drain which they said was the problem with the a/c unit. The a/c unit had other issues and needed to be replaced a week after their visit. Not only did they misdiagnose the unit but sold me on needing the drains cleaned. When the unit was replaced the drain lines were never cleaned properly. The image attached shows the debris taken out of the pipes less than a week from the time of their service. The technician took a whole 20min to perform the task. When I called the company and asked the manager for an explanation, I got the answer, that well, sometimes the lines are not fully cleared and that it only takes 20mins to clean. Obviously, they are just taking the $ and not completing the work. He never even went to the outside drain to ensure that the clog was removed.I attempted to resolve the issue with the manager, but to no avail.

  Business Response

  Date: 08/12/2024

  
  
  RE: Complaint #******** ******** Ruiz 
  To Whom It May Concern, 
  We were dispatched to this homeowner through her home warranty company, and the diagnosis for the failure was that her drain line was impacted with biological growth. She did pay us to clean and flush that line, which we did. There is a note in our system by *****, who noted that she was not happy that her existing float switch had failed to work which had caused damage to her drywall. We understand that she was upset however; we are not responsible for these secondary damages from the failure, as it was not caused by our company. This was not a misdiagnosis as she has stated. If she would have called us back and told us her drain line was backing up again 1wk later, we would have gladly returned at no charge and cleaned and flushed the line again. When I talk to homeowners about their drain lines, I explain that there may be calcification buildup in the line that the biological growth gets caught on when it dislodges at a later time, and that sometimes a follow-up for additional cleaning & flushing may be necessary, and we are happy to return at no charge within a reasonable amount of time has lapsed. 
  After this service, our contractor relations *** reached out to us in an email and told us that she put in a work order to request an upgrade on her system, and to please reach out to her. ***** did follow up to that request by reaching out to the homeowner and providing her with that quote that she was requesting. After being approved through one of our finance companies that we partner with and scheduling the install, she decided not to ***lace the system with us after saying she received a quote for $3,000 less. This is the last of any communications with her in our system. 
  Although they all work together (**** System & drain line), and the drain line is attached to her Air Handler, but it is not part of the equipment itself, and would not be a reason to ***lace the **** system, so I am not sure how or why she is connecting those two as the cause of having to ***lace her system. I can say that her system is 12yrs old, and the condition that her evaporator coil is in, is in very poor condition. Our technician may have had discussions with her that day however; I do not see where our technician quoted her a system ***lacement that day that he was taking care of that drain line. 
  We do not offer any refund of services that she paid for that day. 
  Sincerely, 
  
  ******* L ****** President 
  1 
  

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21769521
  
  I am rejecting this response because: the job that I paid them to do was not done properly. Nor did the technician explain any of what she stated in the letter. The worker was here for no more than 30min and kept giving me the run around over what was the real issue with the a/c. He even refused to put on his notes the complete and proper findings, which included an improperly installed overflow switch. Which obviously they didnt install, but nonetheless it was improperly installed and he fixed it. 
    However, the service that I was sold to remedy the problem and was documented was the flush that was not completed correctly. Two days later the line was still clogged. 
  And yes, I canceled my A/c Oder with them within my legal 3-day right to rescind period because of the lack of professionalism. If they couldnt unclog the drain properly, why would I trust them with the unit. And yes I did get a cheaper quote, which still has NO bearing with the issue at hand that was. I paid for a drain cleaning that was not done properly or barely done, when the video clearly shows the amount of debris still in the line.  Bottom line is that I paid for a service that was not provided properly. 
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:02/19/2024

  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.

  The company came in to fix my heater in December, but it was not fix. The heater can't be used because it overheats. I called this morning to express my concern and the answer I got by July was, we can send the technician to review but it is up to him if he wants to charge you. I thought they will take ownership of their mistake and honor the fix. Well, i don't think they know how to do that. I asked several times to speak with the manager and I haven't heard from anybody since this, morning at 9:26am. The manager is too busy to take care the customers. I paid for my service every month. The same person that handles services calls handles accounting. It is hard to speak to different person. I called to speak with the operator, and you can hear July screaming in the back.I called around 4:35pm to speak with the manager again and it is not possible. I just wanted my heat to be fix. I already paid $85 the first time to get it fix, I don't think I needed the answer, it is up to the tech. This incident it is the one that really put me thru the edge.I Paid every month $17.95 for the maintenance plus the service $85

  Business Response

  Date: 03/05/2024

  I have received this customers complaint, reviewed the history, spoken with the customer, and the technician has returned to her home. To the best of my knowledge this matter has been resolved. We were there January 15th (not December), and the technician made a wire repair to the thermostat. The customers say's the issues was that the heater would run, but not cycle off she realized at some point after that service. The final outcome is that the technician returned to the home and found that the issues is the thermostat the alarm company installed, and the customer was going to reach out to them to get the matter resolved.   

   

  In closing, I would like to say that when she spoke with *****, I believe due to the verbiage used, there was some miscommunication that caused her to become upset. In my conversation with the customer I was happy to clarify the misunderstanding. I explained that we provide a 1yr warranty on all repairs that we make, and we will always honor that. As a company, we must do our due diligence to inform the customers ahead of time that, if the issue has anything to do with what we've done, then there is no charge when under warranty. If the issue is unrelated, then there will be a charge. So with that said, I explained to the customer that it isn't up to the tech whether to charge or not, it is the technicians job to diagnose the issue, and based on his findings would tell us if there should be any charge involved based on company policy. Since this customer has been a maintenance agreement holder in good standing, she has not paid a service call charge for this return visit.  

• Initial Complaint

  Date:11/27/2023

  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 contact my home warranty American Shield because my Air conditioning was acting up. shutting on and off, they contact this company . They sent a very incompetent worker who cracked the pipe behind my AC and no one wants to take responsible. They are telling me that as a customer, I have to get them access to the broken pipe , even though their worker was responsible for breaking my pipe. Their number is ************

  Business Response

  Date: 11/29/2023

  We were sent to ******************************* home through her home warranty company. I am attaching 5 pictures, one of each of our company invoices, one f each of our billing to the home warranty company, and one is of the drain line setup for her AC system.

  The first time we were there was October 16th, 2023, as you can see from the attached Invoice, the technician found NMF (no mechanical failure) and also noted at that time that the son had already cleared the drain line. Work order was billed for a service call only as you can see by the attached screenshot

  The second time we were there was November 15th, 2023, this was the first time we had heard back from **************** in regards to this matter, as you can see from the attached invoice, the technician said the drain line is either cracked/broke/came apart behind the drywall. As per the homeowners policy w/their home warranty, it is the homeowners responsibility to provide access for the contractor, and once they provide access for us, as long as it is a normal wear and tear failure, their home warranty company will cover the cost of the repair. We are not a drywall contractor, and do not cut our own access because it is not our home and w do not want to be responsible for that. Work order was billed for a service call only as you can see by the attached screenshot.

  I have attached a picture of the drain line setup so that you can see what is being referenced, and where we need access. We believe that due to our technician's note that her son cleared the drain line, that when he attempted to do so, that possibly caused some issues, however until we are provided the access they are responsible to provide, we do not know what is going on under the return box. Previous to October 16th, we have never been to their home and so we are clearly not at fault, and we find the complaint filed to the BBB disheartening. We understand that **************** is upset, but she is unjustly upset and taking her frustrations out on us. If she decides that she wants to cut a square of the drywall out so that we can access under the return box then we are more than happy to come back under a work order to investigate what the failure is. The only other option is for her to pay us to removed the evaporator coil to gain access to under the return box to see the drain line, but that option would cost her a lot more money. I will say that, some contractors do not glue the pvc when they make a connection n the drain line with a fitting, and it could simply be that when her son attempted to blow out the drain line it just came apart and is a simple fix. Until we (or another contractor) are given access we just do not know. We wish **************** the best of luck. 

• Initial Complaint

  Date:08/11/2022

  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.

  We have an AHS warranty for household appliances. Our A/C unit stopped cooling in mid June, our warranty company sent out Complete Air Mechanical to do the repair. The A/C tech said there was a leak in the system and so he applied leakstop and charged the system with 2lbs /$200lbs of Freon but did not check to see if the Leakstop worked or if the system was still leaking. 2 days later our A/C completely stopped cooling again, we called AHS and they send out Complete Air Mechanical again and they said that the Leakstop did not work and all the Freon leaked out and now we will have to pay $500 for carpentry fees and have AHS get a replacement condenser coil. When asked why they did not check to see if the leakstop worked before they recharged the system again with Freon they replied that "you can't tell if it works the same day, you have to recharge the system and hope the Leakstop works"
  In my understanding, Freon is a hazard to the atmosphere and knowingly charging an A/C unit that could possibly be leaking without checking if you repaired the leak is illegal, which is why they are supposed to check with a UV light if there is any Freon leaking out.
  They also charged me the $200 that they will not refund for the Freon that leaked out within 2 days which left us with no A/C during a heatwave, all because they did not check if they sealed the leak.
  I would like them to refund my $200 and also in the future, be required to check if Freon is leaking before they charge a system with Freon, for it to leak out into the atmosphere and also charge a householder for goods that would be wasted.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 8, 2022/08/26) */
  We did add stop leak with UV dye into her system because normally it will repair the small leak, and if for some reason it doesn't then at the time we need to return the exact location of the leak will be visible when the leak detector is not picking it up. With Stop leak with UV dye you must allow it to circulate through the system for a couple of days, that is why nothing further was done at that time. If the coil would've been ordered from the first visit they still would have had to pay refrigerant at that time regardless.
  
  The homeowner did pay for refrigerant on that visit, and per their home warranty policy, if refrigerant is needed in subsequent visits under the recall period then the home warranty company will cover all that cost and the homeowner doesn't have to pay for refrigerant again. Yes there are modification charges involved, and that is per their home warranty policy, and they would always have those charges with some repairs regardless.
  
  It is not illegal for us to add refrigerant into a leaking system.
  
  We do not offer any refund because they still would have to pay for refrigerant if not on the first visit then when the Coil was replaced.