Complaints

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

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  MP Mechanical

  400 Lady Shadow Trl Rougemont, NC 27572-6537

  
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  MP Mechanical

  274 Weldon Painter Rd Timberlake, NC 27583-7424

  

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:06/09/2025

  Type:Service or Repair 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.

  I purchased a complete HVAC replacement from MP Mechanical in January of 2020 and have had constant problems with a coolant leak. MP Mechanical has been to "fix" the issue at least 7 times over the course of the past 5 years and can never seem to find the source of the leak, while replacing numerous parts that were supposedly the culprit. The system will work for a couple of months but will ultimately fail to heat or cool whenever outside temperatures either max out or drop below freezing. I have requested that this entire unit be fixed, once and for all, or either replaced due to the number of parts that have failed. There is a 10 year warranty on the entire unit which is valid for another 5 years. However, upon calling the manufacturer myself, I discovered that MP Mechanical never filed any of the replacement parts under the warranty. This means the manufacturer has no record of the numerous parts that have been replaced to support a full replacement of the system. I have an email from *********************** that confirms they have received no warranty claims for the units that were installed.Furthermore, it is becoming increasingly difficult to get a return call from MP Mechanical. It seems that they do not want to deal with me or this disaster of a system they installed and are obligated to fix.

  Business Response

  Date: 08/04/2025

  Mr. ****** initially experienced several manufacturer defects with his HVAC system, prompting him to file multiple warranty claims. Each time a problem arose, MP Mechanical responded by performing the necessary repairs. After every repair, MP Mechanical submitted the required parts, customer information, and unit model and serial numbers to the supplier/distributor for warranty processing. 
  Throughout this process, the supplier/distributor consistently provided replacement parts and credited MP Mechanicals account, indicating that the warranty claims were being processed correctly. At the time, ******* **********************, the owner of MP Mechanical and responsible for customer service decisions, had no reason to suspect otherwise. 
  On or about March 31, 2025, it came to lightduring a call between MP Mechanical, Mr. ******* and the supplier/distributorthat the former manager at the supplier/distributor had failed to file Mr. ******* and many other warranty claims with the manufacturer. This fact was confirmed by the new counter manager at the supplier/distributor, with Mr. ****** present for the conversation. 
  Unfortunately, because these claims were never properly filed, Mr. ******* system no longer qualified for replacement under the warrantys terms. 
  Determined to resolve the situation, Mr. ********************** decided to purchase the replacement equipment for Mr. ****** out of his own pocket. MP Mechanical honored the warranty by providing the new parts at no cost and charging only a reduced labor rate. On or about June 10, 2025, MP Mechanical completed the equipment replacement, and *** ****** from MP Mechanical registered the new part with the manufacturer upon completion of the work. 
  This experience demonstrates that sometimes, doing the right thing for a customer means accepting a financial loss in the interest of fairness and service. 
  

  Customer Answer

  Date: 08/07/2025

   
  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.
  
  Sincerely,
  
  ******* ******