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:08/08/2023

  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 two new HVAC systems - one in May and the other in July for two rental houses. I have asked for but never gotten receipts for these jobs that I need for my taxes. I do not know what size or type filter is used in the system installed in May. Installers never told the tenant what filter to use. I have called and they cannot help me and the person in charge is not there to answer my questions. Have asked to have him call me and have not gotten a call. I spent over 17K on these two systems and cannot get any answers nor receipts.

  Business Response

  Date: 08/15/2023

  ************ - I apologize for your recent experience with Midlothian Mechanical.  Although we have responded to **************** requests and sent a copy of invoices and his account ledger as proof of purchase, I am happy to send this information again.  I believe there is a misunderstanding about the filter at the Temple Ave. location.  We did not change the filter size or add any new type of filter for that location.  It is that same size that he has always used in the filter grill.  We have not provided filters for this location and therefore, do not have the size documented.  Our comfort specialist, ****, has contacted you to address your concerns as well.  We do appreciate your business and hope you have found your new systems meet your expectations.  If you have any questions or feel your concerns have not been resolved, please contact me directly.
  Kind Regards,
  ***************************

  Customer Answer

  Date: 08/17/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company has not sent me a correct receipt for the work at ***** Temple. They have sent a work order and an invoice but both were for the incorrect amount. I need a receipt with the correct amount. I spoke on the phone with the salesman **** and he said I would get one. Will resolve this complaint after I get the receipt.
  
  Regards,
  
  ***************************
  
  
  
  
  

  Business Response

  Date: 08/24/2023

  ************,
  
  I understand that our original billing was divided into two invoices, one for 50% down payment required and the second invoice for the balance due and this was not acceptable for your records.  I have attached invoice ****** that has been revised to reflect the full price of quoted replacement at your Temple Avenue location marked as PAID for your records.  Please let me know if there is anything else I can assist with.
  
  Kind Regards,
  
  ***************************
  Controller
  Midlothian Mechanical
  501 ***********
  N Chesterfield, **. 23236
  **************
  
  
  

  Customer Answer

  Date: 08/25/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:07/05/2023

  Type:Product 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 paid Midlothian Mechanical $8,279.00 for a new Bosch inverter HVAC system. They installed in on January 4, 2023, WON ******. My electric bill continued to increase with noise and humming. After several emails and calls reporting something was wrong, they sent a repairman out on March 24, who advised that they system was not charge and needed Freon. Therefore the heat pump had run off of emergency heat since installation. A thermostate that Automatic Climate installed did not indicated the heat pump was using emergency heat. I sent documentation of my bills, etc. to the owner and never received a response. I requested a refund of $225.00 for my high electric bills due to their neglect. After speaking to ***************************, who refused to look at my documentation, and asked for copies of my electric bills. I sent them to her and to this date no response from this company.

  Business Response

  Date: 08/26/2023

  Dear ****************,

  I am sincerely sorry you have had this experience with your purchase.  After much research on this matter I have found that we were responsive to your requests.  It seems your initial communication was directly to *****************, our comfort consultant via email on January 9th at 9:00 pm and February 17th.  We responded January 10th and scheduled a technician to your residence on January 11th.  **** responded to your email on February 17th and came to your residence that day to assist with the noise you were hearing and could not hear nor identify what you were hearing.  You then contacted the office late March and I spoke with you and I scheduled a technician to come on March 24th.  I also advised you to call the office directly for any service requests.  When the technician arrived on March 24th you were not home after he called and spoke to you advising he was on the way.  We rescheduled for March 27th and was able to resolve the issues you were having.  I would also like to mention that we did try scheduling service sooner but you were not flexible on arrival times, you stated you did not want a morning appointment because you are not up that early.  It is difficult in the service industry to commit to a mid day appointment as we don't know how long each service call will take.  You were not happy that I could not give you a specific time even after I explained the reason. 

  I would like nothing more than to change your experience.  I can assure you that we will go above and beyond to provide you with excellent service.  I will be happy to offer a year of maintenance on you system at  no charge.  Please let me know if you will accept this offer and I will set it up in our system.  

  Kind Regards,

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

  Controller

  Customer Answer

  Date: 09/01/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details

  September 1, 2023
  
  ***************************,
  
  Your response continues to reflect your companys lack of customer service.  ********************** has failed to address not charging a newly installed $8,200 **** system on January 4,2023.  After several delays in response to this issue, and no response to my request for payment on my electric bill, you attempt to make this my fault.  
  
  Heres a brief synopsis:  I asked ***************** who I should call if there are issues with the **** system, he responded to call him.  ************, a salesman, came to my property and did absolutely nothing to address the noise from the fan blowing or my abnormal high electric bill.  It took a week before ************ responded to my request for repair. 
  2- After a second high electric bill and another repair request that lingered on to March 19 (lack of response from Midlothian Mechanical) . Your company finally sent out a repair technician, who confirmed there was no Freon in my system.
  3- I sent an email on April 24, 2023 to the owner with proof of my high electric bills with a request for reimbursement.  Again no response from Midlothian Mechanical, until I called your company. 
  
  ********************* response was the following:  
  Everyone is complaining about their electric bill
  Everyone knows that when you install a **** system in the winter that you have to charge it again with Freon
  Im not going to read the documentation that you sent
  Its been a cold winter
  Send me your electric bills  (I had already sent this to ***********************)
  Once again I sent my electric bills to *************************** and never received a response.  
  This issue had dragged on from April 2023 and it is now September 2023.
  I have no desire to deal with a company that lacks decent customer service, delayed or no response to customer complaints; attempts to make this a customer issue; fails to take responsibility for their installation error.  All of this in my opinion is Midlothian Mechanicals desire that I will just go away and never contact them again.  
  My answer: I have no desire to accept a one year service agreement from a company with horrible customer service.  I have request a reimbursement of $225.00 for your poor installation of a new **** system on January 4, 2023
  
  Sincerely,
  ******************* of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************