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:12/02/2024

  Type:Order 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.

  *** and another young man also named *** came to my rental property and gave an estimate for a new furnace. He said they would be doing the work. He was to purchase the furnace Monday and start work Tuesday. He came by Tuesday with two other workers. He left within five minutes. The men stayed no more than four hours. They cut just the holes in the ceiling for the registers. They were not able to get the vents to the basement completed. They did not do the cold air returns. They were suppose to come back the following day with the furnace. When I asked why they didn't have the furnace they said they hadn't picked it up yet.

  *** then called to say they couldn't get the furnace he told me (in pdf) and was going to replace it with a *******. I was not happy with the reviews of this furnace and did not want it. He told me he had done ************************************************************************ the pdf you will see he says the work will take two to three days.

  I called ** ***** and they told me he had done about $500 of work. My tenant has been left with cold air from the attic now coming into his living space from the open holes in the ceiling. I do not trust *** and since he can't deliver what was in the contract I would not like to work with him. I don't feel he is honest, and I am worried that I would have to work with him in regards to the warranty. Also the worker he sent to my rental was very nice, but mentioned he has drug charges he is working on currently. I am all for giving someone a second chance, but feel *** should have been there too. 

  Business Response

  Date: 12/13/2024

  We provided her with multiple options due to the equipment not being available. The first option was a ******* communicating system that was 2 seer greater in efficiency,17 seer vs the 15 seer unit estimated. Offered her a 10 year labor warranty with that unit because it was ******* and not her brand of choice ****. She refused that offer. Sourced a Ruud unit, an upgrade from the one that was unavailable, 17 seer communicating system and was able to give her the upgraded equipment at ****** less than the original estimate. She refused that offer. Tried to communicate with her multiple times to no avail.

  We went way above and beyond to make her happy.  The equipment did not cause a delay in work . She stopped the work.

  we have completed 25 % of the job . Much more than ****** dollars . 

  Customer Answer

  Date: 12/17/2024

  --------- Forwarded message ---------
  From: ******************** <********************>
  Date: Sun, Dec 15, 2024 at 7:05 PM
  Subject: Fw: 12/15/24 request to meet with bbb together
  To: ****** ******** <**************************************************************************************>
  
  
  
  
  ----- Forwarded Message -----
  From: ******************** <********************>
  To: ******************* <*******************>
  Sent: Sunday, December 15, 2024 at 06:32:02 PM EST
  Subject: 12/15/24 request to meet with bbb together
  
  Dear ***,
  I'm writing again to ask if you are willing to speak with the bbb together to resolve this?
  
  The last text you sent (Thursday) said you have completed 25 percent of the work, and I owe you $2,822.25. 
  
  You came to my rental 11/26/24 and stayed for five minutes.  Two men stayed for four hours.  In that time they cut 6 register vents.  They were not able to finish the two ducts that were to be down the chimney from the attic to the basement to the two rooms in the basement.  When I called my attorney's office I was told to call another heating and cooling company to get an estimate of the cost I owe for this work.  That estimate was $500..    When you and the other man also named *** came to the house to give an estimate you said you would be doing the work.  You did not.  You didn't even supervise the work. 
  
  In your text message (which I have supplied to the bbb) you say you are picking up the equipment Monday and starting the work Tuesday. You  didn't tell me you didn't pick up the equipment I agreed to when you came Tuesday. 
  
  In your previous email (also forwarded to bbb) you stated the work would take 2-3 days,   Between the lack of time working at the house and not supplying the **** 2 ton communicating air handler with 10kw heat kit  and all the other work in your estimate your cost does not add up.  I have attached the estimate to this for you to review.
  
  I do not feel comfortable having your company do the work.  You told me you had a unit that you didn't.  You told me you were doing the work and you didn't.  The gentlemen you sent were very nice, but I have no idea of their qualifications.  One of them mentioned he had drug charges pending.  My tenant was left with two days missed work and a breeze coming from his attic. 
  
  Please respond to the bbb so we can resolve this.

  Customer Answer

  Date: 01/17/2025

  ------- Forwarded message ---------
  From: ******************** <********************>
  Date: Tue, Jan 14, 2025 at 9:37?PM
  Subject: Re: BBB complaint ******** and Mediation
  To: ***** ***** <***********************************************************************************>
  
  
  
  Hello   
  I am available on the 3rd and 4th.  On the 6th anytime after 10:00.
  Thank you, ****** ******

  Business Response

  Date: 01/17/2025

  ---------- Forwarded message ---------
  From: ***** ***** <***********************************************************************************>
  Date: Fri, Jan 17, 2025 at 11:43 AM
  Subject: Fwd: BBB complaint ******** and Mediation
  To: <****************************>
  Cc: <********************************>
  
  
  Good Morning ***,
  
  Reference is made to the complaint ****** ****** filed with BBB against Roy Mechanical LLC.  BBB complaint ID. ********.
  
  ****** ****** accepts BBB's offer of mediation. She is available to mediate on the following dates and times.
  
  February 3rd  at 9:00 AM  or 1:30 PM.
  
  February 4th  at 9:00 AM  or 1:30 PM
  
  February 6  after 10 AM.
  
  Please reply to this email within 5 calendar days letting BBB know your availability to participate in mediation on the dates and times listed above.
  
  Thank you.
  
  ***** *****
  Senior Dispute Resolution Consultant
  Better Business Bureau Serving ************
  ************
  ****************************************************************

  Business Response

  Date: 01/17/2025

  ---------- Forwarded message ---------
  From: Roy Mechanical <****************************>
  Date: Fri, Jan 17, 2025 at 1:25 PM
  Subject: Re: BBB complaint ******** and Mediation
  To: ***** ***** <***********************************************************************************>
  

  
  
  

  Im contacting my lawyer , I will contact you no later than next Friday 

  Business Response

  Date: 03/17/2025

  3.17.2025 KG received VM from business requesting return call ************

  Business Response

  Date: 03/17/2025

  3.17.2025 KG received phone call from *** DeLong. He stated that his business did 25% of the job. *** stated that he received $5000.00 from **** ******. $5000.00 ******** = $2178.00. *** stated that he would pay **** ****** $2178.00 this is his final offer.

  Customer Answer

  Date: 03/25/2025

  ---------- Forwarded message ---------
  From: ******************** <********************>
  Date: Mon, Mar 24, 2025 at 9:35 PM
  Subject: Re: BBB complaint ID. ********
  To: ***** ***** <***********************************************************************************>
  
  
  Dear *****,
  I do not agree to those terms.   I contacted another heating and cooling company and was given an amount of $500.  I have tried to get this resolved ,and asked for remediation.  Why has that not been set up.  Can you let me know if you can set it up?
  ****** ******

  Customer Answer

  Date: 04/01/2025

  -------- Forwarded message ---------
  From: ******************** <********************>
  Date: Mon, Mar 31, 2025 at 8:40 PM
  Subject: Re: BBB complaint ******** and Mediation Please Reply
  To: ***** ***** <***********************************************************************************>
  
  
  Dear *****,
  I am available either the 21st or 22nd of April.  Either time is fine.
  Thank you,
  ****** ******
  
  On Monday, March 31, 2025 at 08:22:50 AM EDT, ***** ***** <***********************************************************************************> wrote:
  
  
  Hello ****** ****** and *** DeLong,
  
  Reference is made to the complaint ****** ****** filed with BBB against Roy Mechanical LLC.  BBB complaint ID. ********.
  
  BBB received correspondence from the business which is copied below for ****** ******** review.
  
  As the parties have not been able to reach a mutually acceptable agreement, the next level of dispute resolution is known as mediation.
  
  Roy Mechanical LLC is a BBB Accredited Business. As a BBB Accredited Business, they agree to make a good faith effort to resolve disputes, which includes mediation if requested by BBB. Other dispute resolution options, including arbitration, may be recommended by BBB when other efforts to resolve a dispute have failed.
  
  In mediation, an impartial third party - the mediator - clarifies and reframes problems and helps the two sides talk with each other and discuss solutions. The mediator does not decide the merits of either party's claim. The mediator's goal is to identify the interests of each party and work with them to arrive at a win-win solution.
  
  If both sides agree to mediate their dispute, BBB will have each party sign an Agreement to Mediate. This agreement states that each party is entering mediation voluntarily and will make a sincere effort to resolve the dispute. It identifies the role the mediator will play and the obligations of the disputing parties.
  
  BBB will schedule a confidential mediation session with the parties involved and the mediator. The mediator will be a trained volunteer from the community. The mediator will not decide who is right or wrong. Instead, he or she will create an environment that will help both you and the other party clarify the issues, understand each other's underlying interests and help you discover possible options to settle the dispute.
  
  If you do reach a solution, the mediator will assist you in writing an agreement that explains what the solution is - typically some action to be performed.
  
  You should allow at least two hours for the mediation session, which will take place by phone, video conference or in person at BBB, *************************************
  
  Please let BBB know your availability to participate in mediation on the following dates and times:
  
  April 21, 22, 23, 24   at  9:00 AM  or 1:30 PM
  
  BBB asks that both ****** ****** and *** DeLong respond to this email within 5 calendar days letting us know which dates and times work best for you.
  
  Should we not receive your response within 5 calendar days, we will assume you decline BBB mediation and we will close the complaint based on the information we have received to date.
  
  Regards,
  
  ***** *****
  Senior Dispute Resolution Consultant
  Better Business Bureau Serving ************
  ************
  ****************************************************************
  

  Customer Answer

  Date: 04/04/2025

  GoTo logo
  You received a new voicemail message
  Info New voicemail message
  Time: Friday, April 4 2025 11:54 AM
  From: *** ****** **************
  Duration: 2 minutes 9 seconds
  Voicemail box: 123
  Transcript:
  Hi, *****, it's **** *******. The complaint number is ********** with Roy Mechanical and **** *******. I got the email from you that now they're not doing anything because he's saying he's done all this work, installed duct work, vent covers. The only thing he did was to put holes in the ceiling, which then we had to cover because, of course, This was in the middle of winter. And there was a cold breeze coming from the attic. He didn't do the vent work. They didn't even start any work in the basement doing the duct work there. ** *****, who I had come out, they did the duct work. They did the vent covers. There were no vent covers, duct work. There wasn't one piece of equipment. Now, coming out and looking and he's saying he did that, he did do that when he gave me an estimate, a free estimate, he did do that as to what exactly he was going to be doing. And I was going through the text, I mean, and one of them, and I don't know if you have this one or not, because I'm still locked out of the account, but I'm on my phone. So, and this is where he's stating initially, he would start work on Monday, I said, are you starting work Monday? And he said, Tuesday would be better. I'll pick up the equipment Monday. And so that's what we agreed upon. On Tuesday, they did not have the equipment, but I wasn't aware of that. Nobody said that. And then the other bit I'm finding from all this is he said if I wanted to stick with a rod, which I wanted an inverter system, they're supposed to be a lot more efficient is what took the price so high. And that he told me I was going to have to pay another $4 ,800 on top of my $11 ,289. So, I mean, we got quite a mess here. But my number is ************. Thank you.

  Customer Answer

  Date: 04/10/2025

  
  Time: Wednesday, April 9 2025 3:21 PM
  From: *** ****** **************
  Duration: 40 seconds
  Voicemail box: 123
  Transcript:
  Hi, *****, this is **** *******, complaint number ********, Roy Mechanical, LLC. And I sent you an email and I haven't heard back a response. He did not do the work he's stating and I have proof of that from **** *****. There was no material whatsoever, I mean, he's flat out lying about what he has done here and so I want to know what I should do. My number is ************. Thank you.
  Rate this transcript's accuracy Star rating

  Customer Answer

  Date: 05/22/2025

  ---------- Forwarded message ---------
  From: ******************** <********************>
  Date: Wed, May 21, 2025 at 2:10 PM
  Subject: Re: BBB complaint ID. ********
  To: ***** ***** <***********************************************************************************>
  
  
  Dear *****,
  I called **** ***** and was told that for them to write a letter it would have to go through their attorney.  They said they would rather not get involved, which I understand.

  Customer Answer

  Date: 05/27/2025

  ---------- Forwarded message ---------
  From: ******************************** <********************************>
  Date: Tue, May 27, 2025 at 6:49 PM
  Subject: Re: BBB complaint 22630639
  To: ***** ***** <***********************************************************************************>
  

  
  
  

  
  

  Dear *****,

  I have no idea how *** can came  up with an amount of $2,178.  They spent less than half a day cutting holes in the ceiling for vents.  They did not supply any materials.    I had a contract with *** for a specific furnace.  He is the one who broke the contract. Not able to supply the unit I was to purchase.  This could have been avoided if he would have picked up the unit he sold me when he said he was going to.  He originally said (in text you have) that he was picking up the unit Monday and starting work Tuesday.  On Tuesday before he started work he did not tell me he did not pick up the unit. I did not break the contract-*** did.

  
  

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

  On Tuesday, May 27, 2025 at 03:09:49 PM EDT, ***** ***** <*****************************************************************************************************************************************************************> wrote: