ComplaintsforR-MECH Heating Cooling & Plumbing

• Initial Complaint

  06/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought an HVAC system from them. The system has a 10yr warranty for parts. The system needs a new blower motor which is covered by the warranty. They claimed it’s not under warranty. I called the manufacturer who we registered the HVAC system they confirmed it is under warranty and that they would reimburse the dealer who installed the system, but it has to be them. Cannot be a different installer. I called R-mech to tell them what the manufacture said about the part, warranty, and that they have to order and install. They refused to install or honor their warranty service agreement. I’ve contacted another company and to get the part and have it installed with them will cost $1100. They cannot get reimbursed from the manufacturer because they did not install the original HVAC. Would like r-mech to reimburse us for not performing the services and warranty they claimed to provide when we had the system installed.

  

  Business response

  07/03/2023

  We have looked in our system and we are not showing any record of an install or accepted estimate for install. I need to understand what all was quoted and installed. If we installed a system, every manufacturer offers a 10 year parts warranty. Also if there is a parts only warranty then the customer would still need to pay for labor.

   

  I'm requesting proof of purchase and the invoice for the install.

   

  ********** ****** ******* *****

  Customer response

  07/05/2023

  I understood that we would have to pay for the Labor, R-Mech said we did not have the part under warranty. That is the crux of the issue. ****** the tech they sent over entered the information incorrectly into their system to check for the warranty. When I informed him of that he said I was incorrect.

  Regardless, I personally called the manufacturer with the serial number which they were able to confirm the part was still under warranty. I then called ****** *** ***** **** *********. I told her I had just spoke with the manufacturer and they confirmed it was under warranty and I'd like R-mech to order and install the part to fix my AC. She their tech said it was not under warranty and that I could contact another HVAC company, and they could order the part and have it installed. Completely ignoring the info i had provided regarding the info *******, the manufacturer, had provided. Upon doing this, the new HVAC company cannot get the part from the manufacture as R-Mech is the dealer that they sold and have the serial number registered to. This is the foundation of my complaint. I would like R-mech to pay for the part since I had to pay for that and the service of a different HVAC company due to their poor service. 

  My house was without air condition for 3 weeks, due to R-Mech's poor service and lack of diligence. It took 2 weeks for the part to be shipped in from Fresno to the new HVAC company. All things that should have been avoided had R-Mech done their job properly. 

  

  Business response

  07/05/2023

  We would be happy to refund anything you paid for *******s service. He made a simple mistake by misreading an 8 and 6. The part would have taken us the same amount of time to receive as most companies do not stock OEM parts. We apologize for our mistake but also realize that the equipment hasn't been serviced in years which we typically require to cover the warranty. We are at the mercy of the manufacturer in most cases in situations like these. ****** is an outstanding young man and has been in the military for 5 years where 3 1/2 years were spent in the HVAC field. All he knows is integrity and serving. He is one of our most requested technicians and this is the first complaint on him that I'm aware of.

  He would never do anything like this on intentionally. Regardless, we would have had to charge for labor and most likely the part depending on the manufacturer requirements. This is why we would be more than happy to refund any money you spent with us on his visit. 

  **********   ****** ****

• Initial Complaint

  03/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In the early morning hours of January 7, 2023, my water main line shut off valve separated from the water main pipe that enters the basement. Water was streaming into the basement for at least an hour, causing damage to the carpet, baseboards and drywall. When we found this happening, we could not turn off the water as the shut off valve was completely separated from the main line. Water had to be shut off at the streetside water meter. Later that day and the next, we had RMech and a few other plumbing companies come to give us quotes on the repair. RMech had done work on this valve in March 2021 when installing a new water heater. At that time, we were told that a pressure regulator was needed on the main line due to code. This was done by R-Mech installers. They installed a copper valve directly onto our existing galvanized water main pipe. We have since learned this in an incorrect install and should not have happened. When RMech plumbers came to attempt a repair, they admitted that the connection of the copper valve directly onto the galvanized pipe was an incorrect installation and should not have been done. We had a few other plumbing companies give us estimates. All confirmed that this install should not have been done and this is what contributed to the galvanized pipe corroding. The corrosion caused a failure in the connection. Management has agreed in email that the installation was incorrect but are claiming it was an existing condition. If the existing condition was incorrect, is it company policy to again install something incorrect? It was your due diligence as the plumbing expert to advise your customer of the proper connection. The work completed by RMech was negligent and resulted in a catastrophic failure. The company tried to work with us on January 8 to install a new main line and valve by giving us a "discounted" rate. This rate was very similar to other plumbers' quotes. They were taking advantage of our unfortunate situation they caused.

  

  Business response

  03/20/2023

  I have spoken with this customer in the past about this issue. We have photos of the "copper fitting" that was installed on the galvanized line prior to us doing any work almost 2 years prior to the failure of the pipe.
  The integrity of the galvanized pipe would have already been compromised by the "copper fitting" that was originally installed when we quoted the replacement of the water heater and installation of pressure reducing valve.
  I do not believe that the copper to galvanized transition wasn't brought to the customers attention at that time. But, I have no way of knowing whether it was quickly mentioned, forgotten that it was mentioned, or not mentioned at all. For it to not be mentioned would be out of our standard practice.
  In the photos attached you can see both the pre-installation condition which shows signs of corrosion and in the photo taken after the galvanized line failed you can clearly see rust inside the water line. Indicating a failed galvanized coating. You can see a press fitting used which some are a copper alloy, which is the code minimum for this type of transition. I have no way of knowing if it was or not
  The typical life expectancy of galvanized pipe is 40 years up to 100 years (best case), but most residential water galvanized pipes fail at around 50 years. Doing a quick search of the home shows it to be about 62 years old. Right in the timeframe we see galvanized plumbing fail. Even if other fittings were used the pipe would have possibly failed anyway due to its age and condition.
  We should not be held liable for a pipe that was already failing.
  We did offer to work with the customer on the price the best we could. They chose to go with a company that could bore under the driveway to do the repair. We do not have that capability. So, we felt we could replace the line and pour back the concrete for a discounted rate and still come within budget for the job and staying competitive.
  To say we were trying to take advantage of the situation is completely false. We offered a fair and competitive price. Even offered a discount to try and secure the work.
  
  ***** **** ******* ******* ****** ******* ****** ******** ******** *** ******** ***** ************ ******* ************

  Customer response

  03/22/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:
  The response is an admission of guilt for the work completed in March 2021, which their employees already admitted to in January.  The galvanized pipe should have been replaced in March 2021. Instead, incorrect work was completed by RMech by attaching copper directly to the galvanized pipe. If the galvanized pipe was replaced back in March 2021, the catastrophic failure in January 2023 would not have occurred. The work completed by RMech exacerbated the corrosion of the main line.  Therefore, RMech is being held liable for the damage done by the pipe bust in the basement. A company should always be liable for work that is known to be incorrect, as multiple plumbers told us when they came to give estimates for repair. All said that RMech should be held liable for this. RMech was the last company to work on the connection here and did it improperly. Copper corrodes galvanized pipe within 2 years which is the nearly the exact timeline for the failure. The previous work of a copper alloy connection was done over a decade ago. A failure would have occurred much earlier if this work was done incorrectly.  By RMech's own response, the galvanized pipe could have lasted another 40 years, which is within the lifetime of ownership for us on the home. It's possible we likely would have never had to deal with this issue. The projected timeline for the lifespan of galvanized pipe does not preclude the fact that RMech did an improper installation of work nearly 2 years ago. If the galvanized pipe had been recommended to be replaced, then that's the work that should have been done. We would not have incurred the additional costs that we are currently experiencing.  The desire for us to want the new main line bored under the driveway is irrelevant. The estimate completed by the company that did the final repair work for us was not much more than the RMech quote that was supposedly discounted to "help us out" during our unfortunate experience.  This proves how vital it is for customers to always get multiple quotes from other companies for comparison.  We received a better finished product for a cost that was not much more.  There was certainly a feeling that RMech was attempting to take advantage and pressure us to work with them. This was likely due to the fact that they knew they were in the wrong on the installation that caused the failure of the connection, and the result was significant damage to our finished basement.  We want compensation for this additional expense.
  Regards,
  ******* *******

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid R-Mech heating and cooling 5,182.00 to install a new furnace and remove the old one. It was installed backwards , was not sealed or taped at any of the seams. They didn't pull a permit until 7/28/2022 after I asked about it there still hasn't been a final inspection. They have been out 4 times and it still isn't right. It took the 3rd and 4th time to get the seams sealed and taped the whole time it's blowing my a/c in my crawl space and the joints on the exhaust pipe only have one screw in each seam and no tape on any of them. The first guys said they couldn't get the old furnace out so they told me they would come back and cut it up manager ****** tried to talk me into leaving it under my house. the guys that came out the third and fourth time got it out no problem. I missed 4 days of work to deal with something that was supposed to only take half a day. The 3rd and 4th trips out they didn't get to my house until 10pm at night. On 7/18/2022 ****** offered us a full refund and they would remove the furnace. I have filed a complaint with the finance company , when I asked to talk to someone besides ****** I was told he was the highest level of management for the region and everything was to go through him. I have text messages between the general manager ****** and I to verify all this

  

  Business response

  09/09/2022

  My response to the brief description of the customers complaint:
  
  We installed an 80% AFUE Gas Furnace in ******* *******'s home on 5/25/2022 according to BBB 'Complaint Info transaction date listed on the complaint # listed in the title of this email. The first attempt we installed the furnace we did accidentally install the furnace backwards which is 100% on R-Mech. The customer called to make us aware of the issue and we had the issue resolved within 24 hrs. The system was in no way, shape or form damaged in any way from the first installation and this isn't the first time this has happened at R-Mech in the past as it's sometimes tough to determine the ductwork layout in a crawl space.
  
  The customer stated that us returning to install the furnace correctly would result in him losing a Fall Tune Up visit which was included with his install. This is absolutely false and if anything we would be willing to extend his yearly maintenance for 2-3 years as a sign of good faith.
  
  The customer then claimed we had to make a total of (3) trips to the home which is accurate considering he has us out for minute issues like crinkled tape, air gaps he can fit his hand into, etc. In a crawl space furnace only installed we always allow for some breathing room and do not ever specify we will 'seal' your ductwork. We also were forced to come back to remove the old furnace from crawl space which was NEVER discussed and wasn't in the quote. We leave old furnaces in the crawl space when unable to fit back out or we typically charge the customer to cut up the furnace and remove.Even if the furnace will fit out and is to be removed or disposed of, we would have that as a line item in the accepted estimate and add in labor. (You'll see from the attached estimate he accepted that this is nowhere on the quote but we came back and removed it anyway out of a sign of good faith.)
  
  
  
  The 1st visit back after reinstalling the furnace was for crinkled tape.
  
  The 2nd visit back was for covering up air gaps he didn't prefer and forcing us to remove the old furnace from crawl space to avoid bad review threats. We complied.
  
  The 3rd visit back and when he demanded a refund was when he saw a blinking light ( Which is normal with his current thermostat wiring) thinking there was an issue or something wrong with the furnace. 
  
  At this point I realized he and his girlfriend are having buyer's remorse and are requesting I remove the furnace for a full refund. They requested this over a month later in June when it was 105 degree heat index. I completely advised against this because of the fact they would lose cooling in peak season. They continued to press the issue so I agreed to remove the furnace for a full refund by text message. I told them specifically that the removal and refund would need to take place within the next (2) weeks because I wasn't going to allow them to get free cooling and a free install during peak season and get a full refund months later. 
  
  They neglected to respond back within that time and I moved forward. I discussed everything with the finance company and they said we are 100% in the clear and did everything correct based on our estimate and pulling of furnace permits with the city. The customer has failed and refused to call to schedule the inspection and are still demanding a full refund for a furnace we have installed properly and is currently in good working order.
  
  Because this is financed through another vendor the refund process would go through ******* ******* ******* and they are not willing to provide a refund as everything was submitted properly by R-Mech.
  
  Please let me know if you need any other information from us. I will also extend the offer of extending the customer's required maintenance agreement ( $198 value ) for (2) additional years as a sign of good faith for him missing work.
  
  
  Let me know how else I can be of assistance.
  
  
  Thanks,
  
  ******
  

  
  

  Customer response

  09/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:The statements that ****** has made are not true. The pictures will show text messages between *** the salesman and I and ****** and I 
  
  Regards,
  
  ******* *******

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020 we purchased a brand new AC unit. We had an issue with it properly cooling the home shortly after, they came out and the issue was resolved. I’m 2021 the unit would not cool, again. They came out multiple times and determined an array of issues with the unit. We are under 10 year parts and labor warranty. We were told one of the main issues we are experiencing is due to the actual unit that we purchased and not being compatible with our home size. We were told to purchase this unit from the company. We were displaced several times last summer. Today is the first “hot” day of the year… it’s not cooling the home. We’ve missed work, had to impose on relatives, board our animals etc. we’ve paid additional money out of pocket over the last two years, We need an actual long term resolution!

  

  Business response

  09/09/2022

  I reached out to **** on 06/07/2022 @ 8:13am
  She stated she did not understand why I was calling her because someone had already come out in May and fixed her issues. That her complaint was made 2 months ago. 
  She stated the last person who came out could not find anything wrong with her unit at the time. Tech advised there could be a leak inside the unit and we would need to take the unit apart if issues continued. He made adjustments to the blower speed and everything had been working and had no other issues or complaints at the time. I advised for any reason if she was unhappy or if the issue came back to call me and we will send our GM out.  

• Initial Complaint

  05/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a brand new ***** heating and cooling system for over $17,000 in February 2021. Since then the system has failed multiple times. It will either just stop working completely or work the opposite as expected (e.g. blowing heat instead of AC or Vice versa) causing the system to run constantly. The company has been out to fix the problems repeatedly and it’s always something new: the filter (which was installed by them) was not the right size blocking the airflow causing the issue, the control board is broke and needs to be replaced (which we paid an addition $1100 to replace), the propane has to be connected (communicated not a problem when installed and since been connected and verified to be working correctly by this company), and sometimes they just turn it off and on and it kicks back on and works fine. The AC stopped working again last night, causing the upstairs to be 80 degrees where my elderly mother and children sleep, and was given a service appointment 2 days away.

  

  Business response

  04/05/2022

  Mrs ******* has every right to be frustrated as her unit has been a problem unit for all parties involved. All 'Heat Pump' systems can be finicky especially when set up as dualfuel w/ propane. These units go into a defrost cycle every 30,60, or 90 min to help melt off all the ice build up outside. When this happens the unit will actually blow cold air inside. When set up properly with each climate the 'back up' heat in this case, propane, would have a call from the system causing the unit to run heat while the unit is in defrost. This causes the unit to produce roughly 80 degree temperatures until the cycle is complete. 
  
  With that being said, sometimes we experience things like this with dual fuel systems. Certain variables like living close to water ( river, lake, etc ) comes into play as well because we are literally moving humidity and pulling heat out of the air in low ambient temperatures. 
  
  I can't apologize enough to the ******* family as I know how frustrating something like this has been. So many variables come into play in these situations and this one was a booger. The main thing I will say is that R-Mech will not stop until the customer is happy. We will never give up on a situation until we get it right. I would recommend allowing my HVAC Service Manager or lead technician out there only moving forward. Also, for all the trouble I would also offer a (1) Annual Maintenance Agreement free of charge to offer R-Mech a second chance. We will be the ones to stand behind the warranty anyway so I highly recommend allowing us to earn back your business.
  
  Feel free to contact me anytime day or night @ ************

  Customer response

  04/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** *******

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