Complaints

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• Initial Complaint

  Date:08/05/2024

  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.

  -Date of transaction: 3/8/24 -Amount of money paid to business: $3,700.00 -Business committed to provide me: installment of two mini split ductless air conditioner units -Nature of dispute: Mini splits started leaking 4/13/24 from the mini split, condensation pump was leaking that the business Elite Mechanical newly installed. All equipment was brand new and unopened. Multiple attempts with phone calls were made to Elite Mechanical to come fix the problem. He came out once after relentless attempts of contact, looked at it for 30 minutes, and reported that he could not find a reason why it was leaking. He told me to call and facetime him if the leak happened again. The leak happened next day morning and I contacted him but he did not answer. I texted him, he did not answer. I texted him for 2 weeks along with multiple phone calls, with 7 text messages that he didn't respond too until 3 weeks later. I had to find a different company. (**** Heating and Air) that charged me $947 to fix his mistake. It was getting too hot in my room and I could no longer wait for Elite Mechanical to repair. I provided him another week deadline for him to try to fix it and he never responded. **** tried to fix the mistake and said repeatedly that the mini split was installed incorrectly documented in their reports. I now having the unit reinstalled because it continues to leak due to the way it was incorrectly installed which is heavily documented by **** Heating and Air for $4800.00 The dispute is, Elite Mechanical installed the mini splits incorrectly, never came to fix it, and it costed me an additional $5,700 to fix.-Did the company make an attempt to resolve the situation: Elite Mechanical made one attempt to evaluate the problem but fixed nothing when he came, he reports he tried changing the pitch of the condensation pump. It did not help and never responded to any phone calls or texts afterwards to fully complete the repair.

  Business Response

  Date: 08/26/2024

  We were contacted by *********************** to install 2 units bought and supplied by ****. The units were not under warranty with Elite Mechanical but by the company **** bought the units from. He was informed of this early on. We did the install and apparently shortly there after there was a leak. **** did not 1st contact 
  Elite Mechanical as he knew the units were not under warranty with us. He had another company come in and found a faulty condensation pump which they replaced. There would have been no reason for **** to contact us for faulty equipment as the warranty was not with us and not our mistake. 

  Customer Answer

  Date: 09/30/2024

  This was Elite Mechanicals response:

  
  

  "We were contacted by **** ******* to install 2 units bought and supplied by ****. The units were not under warranty with Elite Mechanical but by the company **** bought the units from. He was informed of this early on. We did the install and apparently shortly there after there was a leak. **** did not 1st contact 
  Elite Mechanical as he knew the units were not under warranty with us. He had another company come in and found a faulty condensation pump which they replaced. There would have been no reason for **** to contact us for faulty equipment as the warranty was not with us and not our mistake.

  
  

  -I have the date, phone call date, and all the text messages of our correspondence when he says he was not the first ****** I contacted about the leak. I have a date and time that I took a picture of the leak when I first noticed it and I also have dated and timed stamped phone calls with text messages. The text messages were endless in terms of how long it took for him to finally come over, none the less, he was the first ****** I reached out to.

  
  

  -I was under the impression the equipment was under warranty by the company and not Elite Mechanical, but **** had mentioned multiple times that it was the way the company installed the mini splits which was their theory to which why it was leaking, they thought that it was the way he installed the condensation pump, so they installed it correctly and replaced the pump - but it still continued to leak, so it was not the equipment/condensation pump because both continued to leak condensation.

  
  

  -Based on the continuation of the mini split still leaking, they established it was not the pump or the way the condensation pump was installed. They came a 2nd time and charged me $4,800 to reinstall both units because they said there was multiple reasons why it may have been leaking on both mini splits but it had uninstall everything to really determine the reason. They came on 8/19/2024 and 30 mins into uninstalling the first unit, they found a large sized hole in the dry wall where the piping was connecting the outside unit to the mini split. They stated the hole was too big, but more importantly, it was never insulated. They said this hole was allowing heat from theoutside into the room causing the condensation, had the hole been insulated, the heat would have not been able to penetrate through and cause the condensation dripping down my walls. I have the second **** report to support these claims.

  
  

  Below I have attached the **** Report and I have all the correspondence between me and Elite Mechanical where he deliberately shows negligence to return back to fix it, when the was given NUMEROUS opportunities to fix it and failed to show up. 

  
  

  Business Response

  Date: 10/03/2024

  I am restating what I originally said, We were contacted by **** ******* to install 2 units bought and supplied by ****. The units were not under warranty with Elite Mechanical but by the company **** bought the units from. He was informed of this early on. We did the install and apparently shortly there after there was a leak. **** did not 1st contact 
  Elite Mechanical as he knew the units were not under warranty with us. He had another company come in and found a faulty condensation pump which they replaced. There would have been no reason for **** to contact us for faulty equipment as the warranty was not with us and not our mistake. 

  I find it very hard to believe that we now have a 3rd reason for the leak. First the pump was faulty, then the units were installed incorrectly and now there was a big hole in the dry wall. That would not have been us. We cut to the diameter of the pipe. Also if there were a hole this would not have cause this kind of condensation leak. It is more likely due to a dirty air filter (could be a number of other things also) and if that happens the drain gets clogged and backs up the tube into the house.