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:10/30/2024

  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.

  On Friday, October 18th, **** Mechanical installed our PTAC unit. They were a subcontractor of Cinch home services. Before they would come to install it Cinch called for me to authorize "uncovered expenses of $780:$430 for removal and disposal of the unit and $350 for code required supplies ". Which I authorized.We had previously removed the unit and had it in our living room. At some point their tech took the power cord off the old one to see if it would fit on the new one(it didn't). So they were aware of it's location and made no attempt at any time to dispose of it. I was there when they installed the new unit,it slipped right into the place where the original unit was, with no modifications needed to the space, and no "code required supplies" were used. She called later for payment of the authorized expenses. I told her that we removed it and disposed of it, and that there were no code required supplies used for the installation. So there is nothing valid for her to charge. She was saying that she "wouldn't be able to pay her techs". I kept telling/texting her to contact Cinch, since they fully cover the installation costs. She then agreed to remove the removal /disposal charge. I asked her to send an invoice. She changed the code required supplies on the invoice to "carrying the unit and framing it", for the $350. I texted her "carrying the unit is part of installing it and is covered by Cinch and no framing was needed nor was any done" I will not pay for things that are covered under installation by Cinch,nor for things that were not done. I never agreed to any changes to what I had originally authorized! She texted back with" Unpaid invoices has consequences"That is a threat! Since they are an accredited member of the BBB, she should be reminded that charging for things that weren't needed or done is called Fraud. Fraud is a crime and she should lose her accreditation with the BBB.I want an invoice which has a zero amount due on it. Thank you!

  Business Response

  Date: 12/06/2024

  Dear Better Business Bureau,
  We appreciate the opportunity to respond to the complaint regarding the installation of a PTAC unit on October 18th. At **** Mechanical, we pride ourselves on transparent communication, integrity, and delivering quality **** services. In this instance, we believe the complaint misrepresents the events and agreements that took place.
  Details of the Situation:
  Non-Coverage Charges:
  Prior to the installation, the customers home warranty provider, ******************** informed her of a $780 non-coverage charge. This charge was broken down as:
  $430 for removal and disposal of the unit
  $350 for code-required supplies and labor
  Cinch confirmed this information with the customer, and we received her verbal authorization to proceed with these charges.
  Service Completion and Invoice:
  We completed the installation as agreed and sent the customer an invoice reflecting the $780 charge.
  Despite previously authorizing the cost, the customer refused to pay any portion of the amount due and ignored our invoice.
  Communication with *******************:
  We have informed ******************* of this situation, as they were involved in communicating the non-coverage charge to the customer.
  Professional Conduct:
  At no point did we threaten the customer. The statement regarding unpaid invoices have consequences referred solely to standard collection procedures and potential legal action through small claims court.
  In seven years of business, we have maintained a reputation for respectful and honest dealings with all clients, and we value that deeply. 
  Supporting Evidence:
  Documentation from ******************* stating the $780 non-coverage charge was the customers responsibility.
  Verbal agreement recorded in our notes confirming the customers acknowledgment of this charge.
  Our Request for the customer: If the customer fails to pay the invoice amount, we will be sending this amount to small collections court to take care of this matter. 
  Thank you for your time and consideration. We are committed to upholding the highest standards of service and professionalism.
  Sincerely,

  *****

  Naab Air Mechanical

  Customer Answer

  Date: 12/19/2024

  [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 Answered]
  
   Complaint: 22494297
  
  I am rejecting this response because:

  We do not dispute the fact that we agreed, through Cinch (the home-warranty insurance company who hired ****), to pay two non-coveredcharges similar to those described in the **** response to our complaint.  Those charges were specified as $430.00 for Equipment Disposal and $350 for code-required materials this description of the items came from Cinch via email.  Nothing about removal of the unit and nothing about code required labor.

  
  In anticipation of the **** appointment, my son pulled the deficient unit from its installed location and we placed it in another room,out of the way.  During the first visit,the ********** inspected the un-installed unit, while looking for a power cord that would work to power the new unit.

  
  After a total of 3 visits, necessary to install the correct power cord, the original unit was still at our house.  On none of the visits did the ********** attempt to remove the unit from the house, or mention disposal.  Shortly after the final visit, when the new unit was fully operational and the ********** had left the property, my son and husband loaded the old unit into our truck and took it to the county appliance recycle facility for disposal.

  
  As for code-compliance required materials or supplies, the ********** did not provide or use any materials that did not come with the new PTAC unit.  The second and third ********** visit was required for **** to provide and install the correct power cord for the unit, but we consider that to be part of the unit, not any kind of material used for code compliance.

  
  We do not believe we should pay for services which were not rendered **** did not remove or dispose of the old unit and they did not provide or use any material or supplies for code compliance.
  The problem is that the expected payment was itemized with two items the company did not provide, so we will not pay.

  
  After several discussions with **** about payment, the company tried to amend the charges to remove the disposal charge, but change the code compliance materials to carrying the new unit and framing it.  That charge was not agreed to in advance and no framing was done, as the new unit slid effortlessly into the old units position.

  
  We do not owe **** any money because the agreed-to items were not provided, used, or accomplished.

  
  One last fact for this response.  NAAB Air Mechanical LLCs state license expired at the end of February 2024 according to the **************************************************** Regulations website license search.
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/28/2025

  This complaint has been going on from this customer since 3 months ago , we did our part as we promised,and did the replacement of the existing **** unit . The amount was none coverage charges that was not covered by home warranty and the home owner has been informed through email by both parties ( Cinch home warranty, and Naab Air Mechanical). She accepted the payment and we proceed with replacement of the **** unit . Despite of our agreement on the paymen she has not paid a ***** .We spoke to home warranty ,  were told that we are responsible to get our money from the home owner which again home owner refused to pay . Despite of three warning letter which were sent to the home owner to call us and make a payment over the phone or by sending a check to the address appears on the invoice , she has not paid yet . She will be hearing from our lawyer  soon ,unless she pays the amount of $730 .

  We can be reached at ************ or ************ If you have further questions.

  Thank you

  paris owner/ Technician 

  Business Response

  Date: 01/28/2025

  This complaint has been going on from this customer since 3 months ago , we did our part as we promised,and did the replacement of the existing **** unit . The amount was none coverage charges that was not covered by home warranty and the home owner has been informed through email by both parties ( Cinch home warranty, and Naab Air Mechanical). She accepted the payment and we proceed with replacement of the **** unit . Despite of our agreement on the paymen she has not paid a ***** .We spoke to home warranty ,  were told that we are responsible to get our money from the home owner which again home owner refused to pay . Despite of three warning letter which were sent to the home owner to call us and make a payment over the phone or by sending a check to the address appears on the invoice , she has not paid yet . She will be hearing from our lawyer  soon ,unless she pays the amount of $730 .

  We can be reached at ************ or ************ If you have further questions.

  Thank you

  paris owner/ Technician 

  Business Response

  Date: 01/28/2025

  This complaint has been going on from this customer since 3 months ago , we did our part as we promised,and did the replacement of the existing **** unit . The amount was none coverage charges that was not covered by home warranty and the home owner has been informed through email by both parties ( Cinch home warranty, and Naab Air Mechanical). She accepted the payment and we proceed with replacement of the **** unit . Despite of our agreement on the paymen she has not paid a ***** .We spoke to home warranty ,  were told that we are responsible to get our money from the home owner which again home owner refused to pay . Despite of three warning letter which were sent to the home owner to call us and make a payment over the phone or by sending a check to the address appears on the invoice , she has not paid yet . She will be hearing from our lawyer  soon ,unless she pays the amount of $730 .

  We can be reached at ************ or ************ If you have further questions.

  Thank you

  paris owner/ Technician 

  Business Response

  Date: 01/28/2025

  This complaint has been going on from this customer since 3 months ago , we did our part as we promised,and did the replacement of the existing **** unit . The amount was none coverage charges that was not covered by home warranty and the home owner has been informed through email by both parties ( Cinch home warranty, and Naab Air Mechanical). She accepted the payment and we proceed with replacement of the **** unit . Despite of our agreement on the paymen she has not paid a ***** .We spoke to home warranty ,  were told that we are responsible to get our money from the home owner which again home owner refused to pay . Despite of three warning letter which were sent to the home owner to call us and make a payment over the phone or by sending a check to the address appears on the invoice , she has not paid yet . She will be hearing from our lawyer  soon ,unless she pays the amount of $730 .

  We can be reached at ************ or ************ If you have further questions.

  Thank you

  paris owner/ Technician 

  Business Response

  Date: 05/27/2025

  
  Business Response from Naab Air Mechanical:
  We are sorry to hear that this customer was dissatisfied, despite our teams effort to complete the **** installation professionally and on time.
  To clarify, the original service request came through ******************** ***** contacted the customer to authorize $780 in uncovered expenses, which included $430 for the removal and disposal of the old **** unit and $350 for code-required materials and labor. The customer verbally agreed to this amount over the phone before we dispatched our technician.
  Upon arrival, our technician noticed the old unit had already been removed and placed in the living room, but no certified disposal had occurred. Per ******** code, equipment containing refrigerant (such as **** systems) must be handled and disposed of by a licensed professional due to the environmental hazard posed by refrigerants. Despite this, the technician (new to home warranty protocol) proceeded with the installation instead of halting the job or escalating the issue for warranty rescheduling, as would have been appropriate under the circumstances.
  Additionally, although Cinch mistakenly provided the wrong power cord, our technician went out of his way to personally purchase the correct part from a supply store to avoid delays for the homeowner. We completed the job in two days to ensure the customer had immediate use of their new unit, even though waiting on Cinch to supply the correct part could have delayed the install by up to a week.
  Out of fairness and to avoid any further conflict, we reduced the invoice from $780 to $350, removing the disposal fee entirely. We revised the invoice to reflect labor for carrying and fitting the unit, which was part of the agreed code-required support work. The customer refused to pay even this reduced amount.
  We understand homeowners may feel frustrated by uncovered costs, but we respectfully disagree with the claims made in this review. At no time did we threaten the customer. The message "unpaid invoices have consequences" referred to our legal right to pursue compensation, which includes standard collection procedures such as a property lien if necessary. This is a common and legal business practice, not a threat.
  Our technicians acted professionally and completed the work promptly and properly. We paid our installer out-of-pocket to honor the appointment, and unfortunately, we have yet to receive any payment from the homeowner. Despite this, we did not cancel or report the job to Cinch.
  We remain committed to high standards of service, as shown by our A+ BBB rating and community recognition such as the 2024 Nextdoor Fave Award. However, we also must protect our business and technicians from unfair accusations and unpaid labor.
  We kindly request the customer to remit the $350 originally agreed upon, plus a $100 late fee, so we may resolve this matter and remove the lien.
  Best regards

  Paris Tech/Owner 

• Initial Complaint

  Date:09/09/2024

  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.

  **** Mechanical came to our residence on 8/8 and on 8/29. The first time he came out it was raining and cool-he said nothing was wrong with the unit. I begged him to do a more thorough investigation, he finally added .5lb of Freon. Then we called again and the same technician came out on 8/29, this time it was morning and again cool-he did not check the unit inside the attic. He told me he thought the compressor could be going out but at the time he was here it was operating fine. He then called his office and told the office a different story, the office told me he said nothing was wrong. He spoke in a different language than English when he called his office and also turned his back to me to ensure I couldnt understand what he was saying. On Saturday 9/7 smoke starting pouring out of our upstairs AC vents. I called our home warranty company as we knew it was the ***** the required us to call the fire department so we did. The fire department determined the ********** burned out and nearly caused a fire. The technician didnt evaluate this unit and therefore this failure almost lead to a fire.

  Business Response

  Date: 10/11/2024

  Hi ********, 

  Here is my explanation of the events below regarding what actually occurred during our company's interaction with you.

  The first issue arose when our technician visited your home. Despite your concerns regarding a faulty compressor, the technician found no mechanical issues, which understandably caused you frustration. It seemed you were focused on replacing the compressor, even though the technicians professional assessment found no faults to warrant such a repair.

  
  The second concern occurred when you called our office on a Saturday evening to report that the blower fan was malfunctioning. We informed you that our company does not operate on Saturday evenings or Sundays, and that a technician could be sent on Monday. When we explained our time limitations, you became upset, yelling at me over the phone and threatening to ruin my company's reputation and involve a lawyer. I even advised you to contact your home warranty provider, who could connect you with a 24-hour ************* but you insisted on immediate service despite the moderate weather conditions.

  
  Regarding your comment about the technician speaking a different language, its important to address this. Our team includes highly experienced professionals from diverse international backgrounds. The technician who visited your home has over 20 years of experience in ****, and I personally communicated with you in English to ensure everything was clear. Making assumptions about our service quality based on the language spoken during office communication is unfair and discriminatory.
  To be transparent, we do not see any shortcomings in the service provided.

  
  All the best,
  *****
  Owner/Technician, Naab Air Mechanical

  Customer Answer

  Date: 10/16/2024

  [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 Answered]
  
   Complaint: 22259529
  
  I am rejecting this response because:
   
  On every interaction with the technician he was condescending to the point even my husband said he spoke differently to me versus my husband. As I explained to you on the phone the only reason I even brought up the compressor was because your technician believed that *could* be the cause of the issues we were having. That is why I became upset regarding him telling you something different, whispering, speaking in a different language. That is not professional-I am also bilingual and would never speak a different language in front of someone when discussing the service being provided. 
  

  I yelled at you not because it was hot in our house despite the weather being moderate; I yelled because our home almost caught fire. Our children were in our home and you were so disrespectful. I had called our home warranty and they denied any future services because your experienced technician stated there was no issue. We had to call the fire department due to smoke from the HVAC-certainly seems like an issue  
  

  On the last visit your technician refused to even go into the attic to check the unit. Which makes me wonder if he had if we would have avoided smoke billowing into our home. 
  
  I am not satisfied with you not taking any responsibility for how the situation was handled.

  
  Regards,
  
  ******** *******