Complaints

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

close

Find a Location

Mainstream Heating and Cooling has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mainstream Heating and Cooling

  1539-A Ashland City Road Clarksville, TN 37040

  
• 

  Mainstream Heating and Cooling

  1539 A Ashland City Road Clarksville, TN 37040

  

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:07/09/2025

  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.

  I brought a home that had mainstream units for upstairs and downstairs. The upstairs unit in the summer would be set on 75 but it would get up to 85. Mainstream came out everyday. The issue was never fix. The free labor expired and I called them out for the same issue. All the time when I had this same problem and warranty on parts and labor they claimed they could not figure out the problem now they told me it would be thousands to fix. This company is ******.

  

  Business Response

  Date: 07/21/2025

  The home purchase was in 2021 and between 2021 and 2025 these are the issues we know about:

  1)  After moving in the system was not cooling as expected.  We examined the system in August of 2021 and found it was slightly undercharged from initial install.  We added refrigerant and everything was working correctly.  This was covered by the new home warranty in full.

  2)In May of 2022 we were called for a no cool issue and found that the breaker had failed in the panel.  This was fixed and the unit operated correctly.

  3)  In October 2023 we were called out for a no power to unit issue and found a fuse and contactor for the back up heating system had failed.  We fixed these items and all was operating correctly

  4) This June 18, 2025, we were asked to come out to diagnose operating issues and found that the capacitor had failed.  This was replaced and unit was operating correctly..

  5)  Due to the high heat, we were called again on June 25th as the unit was struggling to keep up.  The coils were very dirty and we cleaned them.  It had been over 4 years since the unit was started up and we cannot confirm that the annual cleaning and tune *** were performed.  When we came at the end of June we also found a dirty filter.  We were not asked to tune up this unit annually as regular maintenance.

  6)  This July 7th, we were called out as the unit was not cooling well.  We did a comprehensive review of every major part of the systems, both coils, ductwork issues pressure etc.  We discovered that the *** valve was not regulating the flow of refrigerant correctly and the unit was operating at around half capacity.

  At this point the *** valve is covered as a warranty part and we are asking for payment of labor and refrigerant.  We have not been to this home daily and as you can see by the history there have not been repeating issues.  We have stood behind Trane's product for over 4 years   The total of all charges for all service calls to date has been $362.35.  At this point several red flags are present -

  A)  Has this unit been cleaned and maintained as required by the manufacturer with at least annual tune ***.  We suggested they join our annual service club to handle this but we do not have any record of them being performed with the exception of our cleaning this June as part of our service call.

  B)  Are the filters being changed frequently.  We found a very dirty filter in June and this always reduces the units capacity to work correctly..

  All of the details of the calls listed above have been shared with the customer and can be added if needed.  At this point, the warranty  is still in place and the charge for labor and non-warranty material being requested is reasonable and is due to factors outside of our previous work.

   

• Initial Complaint

  Date:11/09/2022

  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 and installed a New HVAC unit on 7.1.22, It appeared to be malfunctioning. The Interior of the home was too warm, the cool air is escaping to the outer atmosphere from HVAC's housing, same is covered in condensation. The technician responded, displayed professionalism, and was cordial, however his Work ethic left much to be desired.I expect that my investment would be guarded and handled with pride, at least its value acknowledged, not disregarded. The accountability factor of the technician was absent. I've included a few pictures to demonstrate my point of view. The housing of the ***** unit was removed/accessed by the technician and left unsecured, and screws were left about the ground, leaving easy access for rodents/small animals seeking refuge from the heatI am perturbed and appalled that such disregard is happening here. Had this malfunction been corrected, I might have missed this careless disregard and mishandling of this extremely expensive equipment ($8437.00). Please, this situation needs to be rectified ASAP. I have also reached out to the finance company/***** Fargo. I don't know what is the best course of action, but I chose to shut the unit down at this time due to its malfunctioning and negative effect on my energy bill.After multiple conversations/attempts to resolve the issues. I feel that the quality and life span of the ***** and, the warranty have been compromised, in addition to its malfunction and so, I've asked multiple times for a follow-up evaluation per the manufacturer, also, suggested bythe finance company.At this point, although I am making monthly payments, I feel that it's inappropriate, given the above concerns.To date, I've not received said request. This is supporting my suspicions and this has been the Main Stream's response, "I am having trouble getting them to come. Since the unit is performing and it is condensation on the outside, they are pushing back.Am working my way up their chain of command."

  

  Business Response

  Date: 11/17/2022

  I have been working with **************** since July and here is a summary of the issues.  1)  Her rooms were warm not because of any malfunction of the unit, but because she had blocked almost half of her vents.  I personally conducted an inspection of her unit and her vents, and discovered 2 primary issues.  A)  she had installed vent filters in a number of register openings. While these filters can be cosmetic, they also impede airflow and prevent the conditioned air from circulating properly.  After identification, I recommend she remove them and not reinstall them.  B)  Vents blocked by  furniture - I suggested she do everything possible to allow these to move air freely by removing books and other movable items.  After confirming this was done, we measured the room temperatures and the only remaining issue was an inherent design limitation in her converted garage.

  After this was resolved, she mentioned that the unit was sweating on its exterior.  After inspection, I agreed that the amount of sweating was slightly higher than normal and proceeded to make some sealing adjustment on her unit while lowering it to maximize airflow into the home.  While reducing the amount of condensation it did not eliminate it.  All during the summer, her home did maintain the temperature and we confirmed her unit is operating correctly.

  The only open item after these conversations is the amount of condensation on the exterior of the case during summer.  This does not reduce her warranty or impact unit performance, however, she has expressed an interest in having this cosmetic issue resolved.  After discussions with ***** and sharing with them the performance numbers for the unit, they are satisfied that the unit is operating as designed.  I suspect I may have left a small exposed position on the return side that could be impact the condensation on the unit and since I just heard back from Trane about their view, will be reaching out to *************** to seal up the return side conversion panel on the bottom of the air flow path.

  Again, I am perplexed as her home is operating within performance parameters, her unit has a full warranty and is also operating as designed.  She is noticing some condensation on the exterior of the hood and side panels, but nothing that would indicate anything outside of normal operation.  The issue of warranty and lifespan are based on feelings, but her actual warranty and lifespan issues are all covered by a written warranty.  I am afraid that is this situation, we will not ever be able to agree 100% on the solution as the unit performance has been verified as acceptable and tested as such.

  Customer Answer

  Date: 11/18/2022

   
  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,
  
  *************************

• Initial Complaint

  Date:10/03/2022

  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 my home in September 2021 it is a brand new construction home everything in my home is brand new mainstream Heating and Cooling was responsible for installing my HVAC system. My issues begin April 2022 my air conditioning went out mainstream came out and said they fixed the issue however throughout the entire summer again beginning in April 2022 up until the current date mainstream Heating and Cooling has been in my home approximately six or seven times to fix a leak that has clearly never been fixed because approximately every 4 to 6 weeks there's another leak and my AC goes out yet again. Every time my AC goes out the technician comes back and tells me there's oil and freon everywhere the issue was never fixed so yet again I'm sitting here with no air conditioning. This last time approximately a week and a half ago I was told yet again the leak was not fixed and that there was yet again oil and freon leaking all over my backyard. Now I'm being told that they do not have the parts to do the repairs and at this point I do not trust them to touch anything in my home because they have made me feel like they have no idea what they are doing and I've had a miserable summer. Just today I contacted them to let them know I needed my freon refilled because my house yet again will not cool down and I need the freon to be topped off whenever I needed to be because they don't have the supplies to fix this leak. I was told someone would get back to me to see what they could do to help me until the supplies come in I've yet to hear from someone I'm ****** I'm tired of talking to them at this point I want another company to come and I want the entire unit replaced because I am not comfortable nor am I confident with the work that they do or lack thereof.
  

  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/10/05) */
  Contact Name and Title: ***** *****
  Contact Phone: XXX-XXX-XXXX
  Contact Email: **********@mainstreamac.com
  Thank you for reaching out to us to resolve this and I am sorry that this summer was so uncomfortable. Your circumstances have been a serious challenge for us to resolve due to damage outside of our actual installation and I will explain that in more detail. First, I need to unpack the 2 sections of your complaint and respond to each individually. Your concern that the unit is having a problem is unfounded. You have a split system heat pump which has a unit in the attic and another in the yard. These 2 parts are connected by copper tubing, called a line set, that transfers refrigerant between the unit in the yard (condenser) and the unit that blows air in the home (air handler). During the multiple visits we made, we spent considerable time trying to determine if there were any issues with either of these 2 parts of the heat pump/AC unit. We searched for leaks in both coils and the internal piping. As the leak was small, we were unable to find any issues in either of them. When we returned on September 21st, we were finally able to identify a leak in the copper line set that goes up the wall between the units. The leak had gotten large enough for us to be able to identify it hidden in the wall just above the location where the copper exits your wall outside. Leaks like this in the wall are usually caused during construction by another company nailing into the space that has the copper and puncturing the copper tubing. On rare occasions, the nail only nicks/indents the line set and the leak appears later after the unit has run under pressure for some time. What delayed our ability to diagnose your problem earlier was the size and time delay of the leak causing us to be unable to initially identify its location. It is not usual for a leak in the line set to appear 6 months after the unit is operating (September 2021 to April 2022). This normally indicates a nail has not punctured the line set but instead is rubbing it or just nicked it. We have been trying to contact you to arrange this repair since September 28th by phone and by email since September 29th. At this point, you do have some options, and they are: 1) You can schedule us to come and fix the copper line set in your wall. I am willing to do this at no cost under your new home warranty despite the reality that the damage was not caused by my team's actions and despite the warranty having already expired. We would remove the siding on your wall, find the exact leak location, cut the damaged line set section out and replace it with undamaged copper. Then pressure test and recharge your system. 2) You can hire any company to make this repair. The repair is not related to the installed equipment and not technically a parts warranty issue. I would not reimburse you for this repair as I do not think the issue was caused by my actions but instead a byproduct of the construction process and either the siding installer or the drywall installer hitting the line set with a nail. I do have my team ready to handle this issue now if you wish to take advantage of option 1). Thank you for responding to us by email or phone to set up the repair if you wish to resolve this this week.
  
  
  Consumer Response /* (2000, 7, 2022/10/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I stand by what I previously stated as I have every invoice from every service completed on my unit since April. To include the statement made just by the last technician that stated the current welding job looks horrible. The welding completed by your company. Just Aug 10th the invoice states that the Schrader valve on the suction line king valve was severely leaking and the Schrader core needs to be replaced.each invoice states an issue that was noted and an issue that was resolved yet the issue persist so I'm not sure how my complaint is unfounded. My warranty may be expired however I've been calling about the same issue since before expiration of the warranty. This is going to be my last time contacting your company for this issue. If it happens again then I'll take my business elsewhere this had been an ongoing and huge inconvenience