ComplaintsforTDH Mechanical, Inc

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid TDH Mechanical, Inc. for a new ******* Furnace, installation of the furnace and removal of the old furnace. I was told by the company that I had a ten years warranty for parts and labor for the new furnace. I sent many pictures of the existing furnace, ventilation and wiring prior to installation. The company told me that they could use the existing ventilation, wiring and thermostat and assured me that it would work.I contacted the copy during the first month that I was unhappy with the installation. The furnace stopped working months ago. I contacted TDH Mechanical, Inc. for servicing and repair work. I was told that there was a problem with the wiring or thermostat. I was told that the furnace had to be manually switched off and on and could only run it for ten to twenty minutes. It had been set on cool. The furnace was inoperable. I contacted another HVAC service company and was told that TDH Mechanical, Inc. had improperly installed the wiring and to contact them again; and the service repairman told me that the warranty might not cover labor from another company. I called the company and told them that the was furnace was not working and I was getting heat from it. The TDH Mechanical, Inc. service repair person told me that they would have to put holes in the walls and replace all the wiring and that it was not covered the warranty or contract. I asked about having a wireless furnace installed and was told that it was not covered by the warranty and it would cost me at least $950. I was then told that TDH Mechanical, Inc. refused to install it. The company told me to hire an electrician. They repeatedly refused to install a wireless furnace or fix the wiring installation problem in the furnace. The furnace is inoperable. TDH Mechanical told me to contact ******* to find other people to repair the furnace. I contacted them repeatedly to receive a refund on installation of the furnace. TDH Mechanical, Inc. told me that they might only give me a refund it the took out the whole furnace and left a hole. They refused to even give me an replacement furnace option or a partial refund. I want a refund for installation and whatever I can get for the cost of the furnace. I had to purchase electrical heating equipment, out of pocket to the house. The furnace with installation was $2,900. I paid $100 for the heating equipment. I am want a refund for what I paid them, their shoddy installation and refusal to repair without additional costs.

  Business response

  12/29/2023

  TDH did provide and install a new ******* furnace on 1/30/23 for ***************

  ************** recently made a service call request (within the past 90 days).

  I (business/service manager) or the owner have heard anything prior to October from ************** regarding installation or issues after installation. Follow up calls are made after installations are completed (by myself, business/service manager); ************** never returned this call to TDH.

  Upon Ms. ****** availability, TDH scheduled a service call and found the furnace was operable with no issues related to installation or equipment.

  TDH diagnosed bad thermostat wire. Thermostat wire is in walls and drywall would need removed to access thermostat wire to repair or replace. ************** would not provide TDH technician access to thermostat (thermostat is located in a different area than the furnace).

  TDH quoted ************** a Honeywell wireless thermostat. ************* asked for a discount and TDH provided a ***** discount and a 2nd wireless thermostat option with a rebate available and cheaper than the Honeywell quoted. TDH also recommended ************** to shop thermostats and get a 2nd opinion on the issue.

  ******* will not warranty anything beyond their equipment.******* or TDH is not responsible or is able provide warranty for existing thermostat, thermostat wiring or any HVAC accessories.

  ************** has expressed she is not happy with furnace/install, TDH gave ************** the option to have furnace removed with a full refund of *******. ************** has not responded to this request or thermostat quotes.

  Correspondence regarding diagnostic, thermostat quotes and furnace removal has been via text messages with ***************
  TDH is available any weekday, 1/8/24 forward to remove furnace.

  
  

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - On 5/31/23, we contacted TDH to come look at our air conditioner, which they installed in the winter of 2021. We have had issues starting it every spring/summer since then. Last year, the technician said that many of the units installed during COVID are defective, so I was a little concerned. They came out, looked at the unit and realized the solution was an air filter that needed to be changed. Without authorization to enact any 'service' beyond locating the problem (why we called- if it was a mechanical issue, the unit is still under warranty), they used an air filter owned by me and switched it out. The issue: they billed us $125 for showing up (which I'm fine with, as the error was my own and not one due to the mechanical function of the unit) and an additional $85 for "miscellaneous services" with no description. - On 6/1, I called TDH and spoke with ***** and described the situation and my frustration on the misleading $85 charge with no authorization for that service. She contacted the tech, got the story, and sent me a text on 6/1 saying that they would refund the $85 back to my card. - On 6/1, I sent her a text back asking when I could expect the refund, and she did not reply. - On 6/6, I sent her another text indicating that we hadn't received a refund and asking her to advise- she did not reply.- On 6/14, I called TDH and left a voice mail asking for an answer and have yet to receive a response.I am concerned for 2 reasons: 1) They have not refunded our money 2) They tried to knowingly charge me $85 for something unauthorized, and I am nearly certain they are doing this to other people, including the elderly who rely on them for service. The appearance is very bad and I am concerned that they are tacking these extra $85 on for no reason for every service visit.Resolution:1) I would like my $85 back 2) I would like addition compensation at this point for all the runaround 3) I would like this further investigated

  Business response

  06/14/2023

  We did refund the customer on 6/14/23 via credit card. Communicated with customer via text message. 

  ******************** done on 5/31/2023. TDH handles merchant issues/refunds 1-2x monthly, not daily. 

  Customer response

  06/14/2023

   
  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.  The fact that no communication regarding the return was made by TDH (despite multiple attempts) is frustrating, but after understanding their processing side, I accept the resolution.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Applied for financing on may 25th and *** from tdh said the whole job was approved. The job was completed on July 9th. They took 3 weeks to finish a job that should have took less than 1 week. 2 days after the job was completed they informed me that i had a balance for over $8500. *** informed me that he dont know what happened and he sweared that the whole job was approved. The finance company ***** fargo is investigating as well But i have text messages stating that it was there fault and they would work with me to take care of the balance, then the owner called me and said they would not be working with me on a payment plan that i was offering for $250 a month for 36 months. The total job was $41,065 ***** fargo covered $31,900 with the financing to be spread over 6 years. Tdh recorded a mechanics lien on my property because the owner said my only option was to pay the balance or apply for more financing which i declined because with ***** fargo i had a zero percent interest rate and this was not my fault. I think tdh is in breach of our initial agreement and i dont think its right for them to agree to things and switch it up when the job is complete. The owner called me an a****** and hung up on me when i wouldnt agree to secure additional financing. He is very unprofessional and rude. I really think they knew from the beginning that i wasnt approved for the full amount and thought i would just do what they say with the threats of a lien over my head. Tdh is a terrible business and consumers need to know about this. I should of had the choice to proceed with job or not without full financing. They created this situation and should be punished for their actions.

  Business response

  07/25/2022

  
  The system TDH installed is working great, not one complaint about this. This was a big job, it was disclosed up front (in early May/late April) prior to start it was a 34-week job and the longer customer waited to start the busier we would get due to high season, not 1 week per customers complaint. Customer took around 30 days to decide. Which put us in the middle of our busy season and why the extra week or so job took. Regarding payment,customer paid ********* via ***** Fargo financing that we provided customer.The original ***** Fargo approval was for full contract, and we are not sure what changed. We deal with ***** Fargo in high volume and have never run into this. The balance of $8616.00 is due, customer authorized TDH to apply for credit increase to pay it from ***** Fargo and he was denied. Customer wants us to carry the $8616.00 balance for 3 years or so at $250.00 monthly, we are not able to do this. We offered 2 solutions to customer, option 1 Use another financial institution (we have several) to finance balance, customer said he wont because he must then pay interest on the loan. I told customer money costs money. He refused. Option 2 TDH offered customer to pay half of balance $4,000.00 and pay ****** monthly on balance, no interest. Customer also refused this. This all boils down to customer owes $8616.00. Additionally, customer agreed to ***** Fargo loan (see attached) but refuses to sign receipts for ***** Fargo charges, not because work isnt done or system not working, because we wont in house finance him for 3 years to his terms. This is loan fraud,we have filed mechanics lien and plan to foreclose on lien in 10 days via lawsuit, in which will add $4,000.00 to customers balance. We are a small business and are not able to carry customer balances this large. We have provided and paid for all labor and materials to complete customers project.Customer is taking advantage of **********************. Its like a customer buying a new ********* pickup truck from a dealer and paying ********* then telling dealer to take payments on balance, even with good credit the customer has. We know customer has good credit because ***** Fargo financed him for $********* at 0% interest for 72 months. We have also advised customer our labor,materials and equipment warranty is not in place until job is paid in full.

  Business response

  08/10/2022

  TDH stands by the options provided in prior response, finance balance for payment or pay half ******* and ****** monthly until paid in full.  Sales rep for TDH thought customer was approved for full financing at time application was completed, honest mistake. TDH was not aware of finance amount being lower until final payment was due to be submitted for payment. TDH has been in business for several years, striving for top customer service, receiving ****** reviews, not in business to purposely cause issues with customers. TDH is a small business, not able to internally finance customer long term. All equipment, materials and labor has been paid for on customers project by TDH in full. 

  Customer response

  08/12/2022

   
  Complaint: 17613139
  
  I am rejecting this response because: our original agreement was for no money down or upfront and full financing of goods and services in equal payments for 6 years. There remedy is $4000 now and $500 a month. Absolutely absurb! I dont have that kind of money nor do i think it is fair to request that. It cannot be changed after services and product is rendered because TDH made a mistake. TDH will receive the balance over 6 years as i have tried to be reasonable and offered to pay it off in 3 years and they have refused and still have a lien on my property. TDH is not doing business in good faith. So i will pay them $125 for 6 years for which is a little more than i would have paid ***** Fargo for the balance that wasnt financed if TDH didnt make there so called mistake. TDH is unwilling to be accountable for there mistake. I refuse to be penalized for TDH bad business practices.
  
  Sincerely,
  
  **********************

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