Complaints

This profile includes complaints for Cox Engineering's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cox Engineering

  21 Pacella Park Dr Randolph, MA 02368

• 

  Cox Engineering

  35 Industrial Dr Canton, MA 02021-2801

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:07/28/2023

  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.

  *** installed a vertical fan coil to replace an old one at a cost of $8150.00. The thermostat only worked for heat. A new one was installed but does not fit properly in the space. I consented to the installation of the thermostat because the tech and the service rep promised to retrofit it by fabricating a new bracket so that the cover could be used. *** on 7/19/23 the sales rep calls me to say I will be charged $165per hour for 4 hours work to do this. I think this was their mistake. The fact that it was installed at the end of March 2023 has nothing to do with the warranty of 30 days as I had no way of knowing the air conditioning wouldnt work. The building does not switch from heat to air conditioning till June. This is beyond the warrant we period. Further, the buildings maintenance chief and the installer said they were witnesses to this promise. The unit is dated ******************************************************* the original size.

  Customer Answer

  Date: 08/08/2023

  I have not heard from the business in response to my complaint.*******************,, Operations Manager, assured me that *** would fashion a bracket, install it and replace the cover. This was witnessed by our Maintenance manager, *********************** and the installer from *** whose first name is ****. I would like a copy of all correspondence with bbb in case I have to bring the matter to an attorney. *** should know that if this happens I will *** for attorneys fees. 

  

  Business Response

  Date: 08/18/2023

  
  In response to this BBB complaint, Cox Engineering would like to provide the following background information.
  
  This work was not contracted directly to the complainant but was contracted directly to the property management company. Payment terms and ******** were sent to the property management company and not directly to the complainant as well. The complainant was responsible for paying the property management company for our invoices and in turn the property management company is responsible for paying ***.
  
  This job was quoted on 09/09/2022 and *** received a signed contract back 10/06/2022. *** ordered all the parts and delivered them to the site shortly thereafter. The complainant requested that *** hold off on ******** and installation until it was more convenient for them to proceed. *** agreed to this request and paid its vendor for the equipment, delivered it to the site, and did not send a down payment invoice until 12/02/2022.
  
  *** was finally given access to install the equipment in March 2023 and *** sent the final bill for the unit installation on 03/22/2023.
  
  As of today, 08/15/23, *** has not received payment for the initial invoice. The invoice has currently aged 256 days. 
  
  The contract stated a 90-day labor warranty with a full manufacturers warranty on parts. *** has completed several warranty items in and outside of the warranty date on a job that the warranty is void on because *** was never paid in full.
  
  On 02/24/2023 *** arrived at the site to install the unit that was in storage and received by the property management company. Upon inspection *** found that the unit covers were cosmetically damaged. *** was willing to warranty and fully replace all the covers on the unit. The complainant found this to be unacceptable and wanted an entirely new replacement unit at no additional cost. The unit had been received on site for multiple months, but *** yielded in the complainants favor and agreed to forgo the cost and get them an entirely new unit at no additional cost outside of the manufacturers acceptable warranty procedure (which only covered the replacement of covers under warranty).
  
  On 06/12/2023 *** was called out on site for a service call by the complainant. Part of the issue *** found was that the main building system was down and the complainant had no water flow to their unit. Even though this service call out to the site had nothing to do with the unit installation *** agreed to not bill the complainant for the service call.  
  
  On 07/21/2023 *** received a call from the complainant that the unit was not working. *** determined that the thermostat had failed on the unit. The thermostat that was originally installed has been discontinued by the manufacturer and is no longer available for purchase. The manufacturer switched to a different model thermostat that can be used in more universal applications. This thermostat was an upgraded digital style that cost over $100 more than the original thermostat installed. *** agreed to take care of this under warranty as well at no additional cost to the complainant. Also, this install was outside of the labor warranty date at this point, but *** agreed to cover the labor and not bill the customer. The unit has been working without issue since *** performed this work.
  
  It was at this time that the complainant became very angry that the thermostat installation procedure was different than the original thermostat installed. There is a flip cover that is to be removed from the unit per the manufactures installation procedures. The complainant refused to accept this and wanted *** to modify the unit to make this flip cover work and remain part of the unit. *** sent one of our Service Team Leaders out to their location based upon how angry she was on the phone with our Operations Team. *** did suggest how we could modify and make a custom bracket system to recess the thermostat and meet their request to use the flip cover.
  
  On 07/26/2023 *** contacted the complainant and explained that *** could send her a quote to perform this work to redo the thermostat cover. It was at this time that the complainant stated they believed this should still all be covered under warranty. *** reminded them that the labor warranty was only 90 days and of all the other things we took care of for them that was above and beyond the warranty responsibility. *** also informed them that we were going to have to stop all further work in their unit until we received final payment on the job. They stated that they were glad *** did not receive payment for the original job and that we were a terrible contractor. They then abruptly ended the phone call at that time.
  
  Summary:
  
  *** has completed to date several thousands of dollars worth of warranty work in the complainants space. Most of this work was all above and beyond the responsibility of what even the manufacturer of the equipment would carry under warranty. *** was never paid in full for the work completed on the base job to date and should have never agreed to complete this additional warranty work until payment was received in full for the initial job. It was only out of our desire to take care of the complainants requests and maintain a good reputation that we continued to proceed. It appears that the complainant filed this BBB complaint on 07/28/2023 after we spoke last. 

  Customer Answer

  Date: 08/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

   

   

   

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****