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:06/23/2025

  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.

  Date of service: November 16th, 2024. COST: $4,465.73 The business commited to provide digging up cement and replacing a section of our main sewer line.This job was done incorrectly(4-5 points of error), and without permits.We contacted the city inspector to evaluate the work that had been done, and he provided 4-5 points of error. When Mainstream came out to look, they denied all errors I have since called the business to follow up 2 times since May 21st, requesting to speak to a main manager or the owner. Neither of those calls have been returned. We are looking to get our money back, this is a lot of money to be spent on something done incorrectly and bypassing city permits. With 4 error points being denied, we also do not trust the business to do the work correctly. With one of four points being validated, we feel we were being given a "quick fix" offer. *They admitted that there was no trap primer #1)permits required to alter fixture, or water drain, permits ALWAYS required to work in ground under cement - this was invalidated #2) new plumbing must be brought up do code - this was invalidated, we were told they replace like with like, while inspector told us adding a back water valve is required to bring up to code 3) no vent in floor drain, all drains require a vent invalidated- told floor drain does not require a vent 4)sink not proper pipe/fitting used -invalidated, told its ok to do what they did on a sink City inspector ***** ****** came on 5/14/24 Mainstream came to our house 1 hour after the inspector and denied what the inspector had just told me. Mainstream offers satisfaction guaranteed, for one year from service.

  

  Business Response

  Date: 06/30/2025

  Ms. ******,

  Thank you for taking my call to discuss your concerns about the work we did at your Mom's house. Our goal at Mainstream is to provide the highest quality service and expertise to our community. In your case, I believe we could have performed better and should have payed more attention to our surroundings. We should have offered to update your plumbing system to meet current code standards rather than only fix the immediate issue. This would have added substantial cost and I do believe our technician was trying to take care of the critical aspects of the job at the best price to his customer. That being said we still need to follow code and pull permits when necessary. Because of our mistake we are willing to honor your refund in full and hope that you will accept our apology for your inconvenience and lapse in trust. I hope you get your situation resolved. Please don't hesitate to call me personally or the office if you should ever need our help in the future. 

  Best Regards,

  -***** *******, GM

   

   

  Customer Answer

  Date: 07/07/2025

   
  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:05/29/2025

  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 scheduled an appt online for a sprinkler system issue w/a pos back flow preventer/pressure breaker valve (BFV/PBV) issue on 5/27/25 for a 8am-12pm appt. The Mainstream (**) *** arrived after 4:30pm. I explained the BFP/PBV worked while the water was on & only gushed water when the sprinkler system came on, preventing water reaching the sprinklers. I also communicated I didnt think it was the BFP/PBV since it worked when the sprinkler system wasnt on. The *** insisted it was the pvc pipe coming out of the BFP/PBV and the entire unit needed to be replaced fixing the issue. I shared w/the *** my research showed the part could be $150-250. The *** said that was a starting rate and ** only used high quality parts. I showed him where the outside water valve was and asked if it could be related to work we had done to the internal plumbing in Oct. The *** knew the plumber we used & claimed he did lazy work but didnt indicate it was related The *** then replaced the part that ended up not needing to be replaced and charged us well over market pricing @$1400. The part he used retails between $150-$250. He also checked our water pressure and said was too high & that he attempted to turn it down from 120psi to 80psi but wasnt able, and it would be $900 to get a new water pressure regulator (PR) even though that one was new & installed in Oct24. I declined. The ** had clearly been moved upon review. Upon completion, he told me everything was working properly, I paid & he left. I turned on the sprinkler system & the same issue of water spewing out of the BF/PBV continued. I called him right away. Upon his return, he THEN went to check the water meter and discovered it was running when the sprinkler system was off indicating a leak in the line. That should've been the FIRST thing he checked. He then told me to call a sprinkler repair service because ** ****** work on irrigation systems. Probably should've communicated that BEFORE ever working on the irrigation system.

  

  Business Response

  Date: 06/11/2025

  Hello ** ******,

   

  I am sorry to hear you had a less than favorable experience with our technician replacing your ***. ***** is a highly skilled journeyman plumber with a great customer response rating so I'm surprised to hear we missed the **** with you. I reviewed your invoice including the options he left for you and noticed you chose to replace the *** that was clearly damaged due to a freeze break or excessive water pressure. This damage is separate and in addition any breaks in the yard down stream from the unit. That being said, when freeze breaks occur there can be more than one spot in the system that is affected. I agree that we should have tested the system before leaving the premises to ensure it was the only issue (I'm glad he came right back when you called). ***** is right to say we dont work on sprinkler systems after the ***. Not because we cant but because the cost to have a licensed plumber work on irrigation would be much higher than landscapers wages, so we don't feel there would be good value there. 

  I agree there were some aspects of your experience that we could have provided better service. I can't refund the entire amount as the repair was agreed upon and was necessary however we should have ran more tests and provided a better service while onsite. I would like to offer to meet you in the middle by refunding $500 to account for your inconvenience. If you would like to discuss this situation in ore depth I am happy to get on a phone call or come meet you at your house to review the install details. Please feel free to contact me at ************ or by email at **********************************.

  Thank you for your time and consideration on this matter.

  Sincerely,

  ***** *******, GM

• Initial Complaint

  Date:11/15/2024

  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.

  Mainstream claims is a broken wire in my pipes but they were the only ones ever to touch the pipes.

  

  Business Response

  Date: 11/26/2024

  Mr. *********,

   

  Thanks you for giving us the opportunity to address your concerns. I reviewed your account and I cannot find any invoice history that indicates Mainstream ever working on the drain pipe you referenced in this review. I know since writing this review we have come out and made repairs on your drain along with extracting the broken cable. The concern was not our doing but we are happy to have found the problem and made the necessary repairs. If you have any further concerns please reach out to us and we can discuss any discrepancies with my findings. Thank you for choosing Mainstream, we look forward to working with you in the future!

  Best regards,

  ***** *******, GM

• Initial Complaint

  Date:10/25/2024

  Type:Order 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.

  on 19 Sep 2024 I pay Mainstream $941 to do some electrical work. The work was suppose to be done on ************************************************************************************************** I cancelled the job and requested my money back. As of ****************************************************** addition I have left multiple voicemails without receiving any call backs providing me information concerning the refund.

  Customer Answer

  Date: 10/30/2024

  Please delete this complaint.  A check has arrived.

• Initial Complaint

  Date:06/12/2024

  Type:Sales and Advertising 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.

  6/7/2024. I needed to have the main sewer line unclothed because I had sewage backing up into my bathtub and toilet

  

  Business Response

  Date: 06/13/2024

  Hi, *****. Thank you for your concern. 
  

  I see that we were first called out on June 5th, 2024 for a mainline sewer backup. Mainstream was the second company that you hired to attempt to restore flow to your sewer line because the first company was unsuccessful. When our technician arrived he could not find access to a sewer clean out so we resorted to pulling a toilet to cable your mainline. Our technician attempted to clear the line for over two hours with no success. Within that same appointment we sent our camera technician out at no extra charge to camera the line and locate the blockage. Our camera could not navigate past 46 ft. We offered a couple options to further diagnose and resolve your issues. We were unable to get the job financed to complete the work that was needed to get your line flowing again. At that time, our camera technician let you know that if you find access to your clean out we would come back out at no charge to give it another try. 
  

  Fast forward to June 7th when you located your cleanout that was buried in your yard.  As promised, we sent our technician back to your home at no charge to attempt cabling again. When our drain technician arrived he noticed that the cleanout riser was cracked and because of your financial situation we agreed to fix it for free because we did not want to leave your sewer line open to the elements. After cabling for another hour we were again unsuccessful. 
  

  Since we were unable to get the job financed we could not do any further complimentary work. Mainstream went above and beyond with the given situation and tried our very best to resolve your issues. 
  We are able to refund the "Standard Main Sewer Line Clearing" of  $199.00 from the first appointment. 
  Again, we did our best to work with you given the circumstances. Please feel free to call our office with any further concerns and to speak with our general manager.
  

  
  

• Initial Complaint

  Date:04/07/2024

  Type:Product 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 contacted Mainstream to unclog the sink and bathtub drains. I was told after the "tech" arrived it was $72.00 to clear one drain and the additional drain well over $200.00. However, I was given the option of a $99.00 maintenance plan that would allow me to use the "free" drain cleaning now to take care of the clog in the tub. So $192.42 later and my tub was still clogged. When I gave the company a bad review they called me and said if I can prove it was just a hair clog, they would refund the $99.00 plus tax. I got a plumber and he cleared it right away and it was a hair clog. I have several emails from *************************** of Mainsteam who told me I would receive the refund However, it is almost two months later and I have received nothing but excuses.

  

  Business Response

  Date: 04/09/2024

  Hi ***************************** I just called you regarding your complaint. I looked as far as possible into this refund, I spoke to ******* and our Accountant Manager regarding the refund as well.
  I see from invoice #********* on March 1st, 2024 the amount of $107.02  a check refund was issued. It went to your service location ********************************************************************************************** which at that time it was also your billing location in your account with **********************. As soon as we knew and were given the information that it needed to go to you P.O. BOX the one you mentioned above. We then had to wait for the check to be returned and voided. Once we received the return check  we were then able to issue the new check refund after it went through the approval process. We were finally able to get the new check sent out to PO BOX ***** **************, ** ***** *** Monday April 8th, 2024. You should be receiving the check sometime this week. Please call if you need anything further, I am her to get this fully resolved with you. Thank you and look forward to getting this taken care of for you. 

  Customer Answer

  Date: 04/18/2024

   
  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:12/05/2023

  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.

  My main drain backed up on 11/29/23. On 11/30/23, I contacted Mainstream Electric, Heating, Plumbing and Cooling in *******, **. They came out that day at about 5 pm to assess the situation. This was written by *****************, whose title is "Drains Expert. "Exploratory dig: Arrived on site to speak with customer. **** ran cable through line several times and was not able to restore flow. We will need to do a(n) exploratory dig down to the line approx 6' down to the sewer and remove compromised section of line. After we get line open, we will hydro jet line to try and get it clear of debris and restore flow. I will then come back to re camera the line to make sure there are no other issues. There is no guarantee that (t)his will fix the issue and more work *** need to be done to restore flow. Not responsible for landscaping." Total estimate was $6,440.08. **After **** was supposedly unable to clear the line, he notified me that his manager "was less than 5 minutes away with the camera" and would be there to take a video to determine what the issue was.** I was told I would need deposit to hold the spot for the dig later that week. I gave a down payment of $3,000. I left my home to use the bathroom and take showers for several days. I then got a 1/2 opinion from ********* in *******. On 11/30/23 the gentleman snaked through the obstruction (most likely roots) with no effort at all. He made a video of my drain which was completely cleared from the house all the way to the street (over 100' of completely clear line). Rooter911 told me he had just helped another woman with the exact same scenario a day or two earlier. She had received a quote from the exact same company with the same story that "the manager was less than 5 minutes away with the camera". The other woman was quoted over $10,000 for Mainstream to dig in her yard. Her drain was also cleared easily by Rooter911 with a video taken afterward as well. The video taken by Rooter911 is on ********

  

  Business Response

  Date: 12/05/2023

  Thank you for taking the time to share your experience, and we truly appreciate your feedback. We want to begin by expressing our sincere empathy for the situation you've described.
  It's clear that you encountered a frustrating and challenging situation with your main drain backup, and we regret any inconvenience you've experienced. We understand the frustration of having to deal with plumbing issues, and we genuinely apologize for any miscommunication or discrepancies in the assessment.
  Properly functioning sewers should not clog, and we believe in providing permanent solutions to our customers. We are sorry to hear that the initial assessment may not have met your expectations. We always aim to diagnose and resolve issues accurately and efficiently. Indeed, once roots infiltrate sewer pipes and need to be removed, it often indicates a structural issue that could lead to further complications down the road. Replacing the sewer line can provide a more durable, long-lasting solution that eliminates the need for frequent maintenance and repairs. It's a "one and done" fix that can save homeowners both time and money in the long term
  We acknowledge your concern regarding the differing assessments from different service providers. We believe in transparency and providing our customers with the best possible service. It's unfortunate that you had this experience, and we will use your feedback as an opportunity for improvement.
  If there's anything more you'd like to discuss or if you have any further concerns, please don't hesitate to reach out to us. We are committed to ensuring that our customers receive the highest quality service and satisfaction.
  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:11/30/2023

  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.

  The company was supposed to come out on 11-15-23 but rescheduled at the last moment. An older gentleman and a younger gentleman ended up coming out on 11-24-23 instead. At that time they replaced the outlets and switches in the upstairs of my home as well as the front porch and the 3 way upstairs/downstairs hallway switches and the breaker for the entire circuit. I heard the younger ******* exclaim 'yikes' when he opened the front hallway switches box but was not informed at that time of any issues. After they had said they were finished and everything was working my son got up for work and when he turned on the upstairs hallway light the breaker tripped. We figured out that the switches for the upstairs/ downstairs hallways and the front porch were what was tripping the breaker. I called the company and made arrangements for the same older gentleman from the business to return. He returned on 11-29-23, looked at the issue and informed us it would be another $700.00 to fix. (he had not informed me of before was that the switches in question were not wired correctly when he was at the house before) He then asked if the inspector had been out yet and I said no. He then told me to lie to the inspector when they came...to tell the inspector that we were out of lightbulbs for the hallways and front porch and were going to get new ones. Then he said that he could probably get the $700.00 cost down to $400.00 for us. Personally, I think he was attempting to bribe us. We will be informing the inspector's office of the incident today. We will no longer be doing any sort of business with this company and will not recommend them to anyone. We do not want any further contact with this company.

  

  Business Response

  Date: 12/04/2023

  I want to start by expressing our sincere apologies for the challenges you faced during your recent experience with us. Your feedback is invaluable, and we truly appreciate you taking the time to share your concerns.
  It's clear that the electrical issue you encountered was more complex than initially anticipated due to the ************* in your house. We should have taken extra care to ensure that the work we performed met your satisfaction and safety standards. We understand that the option to correct the wiring by running a new switch leg may not have been what you were looking for, and we regret not finding a solution that better aligned with your needs.
  Regarding the rescheduling, we understand that illness can affect our team's availability, but we should have communicated more effectively to minimize any inconvenience on your end.
  As for the inspector's involvement, our priority is to meet industry standards and ensure your safety. We regret any frustration this may have caused and should have explored all possible solutions to address the situation to your satisfaction.
  Lastly, when it comes to pricing, we should have been more proactive in discussing the costs associated with the work. We appreciate your understanding, and ***'s effort to lower the cost reflects our commitment to being fair and considerate.
  We deeply regret falling short of your expectations, and we would like to make things right. If you are open to it, we would be happy to discuss further options to ensure your electrical needs are met to your satisfaction.
  Your feedback is a valuable reminder of the importance of empathy and thorough communication in our work. We hope to have the opportunity to improve your experience with us in the future.

• Initial Complaint

  Date:08/23/2023

  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.

  After calling Mainstream Plumbing on August 7, ****************************************************************************************************** our basement, which was the reason for the standing water that we had noticed in various parts of our basement.We were later told by two reputable firms with far more experience with this type of problem that the first move should have been to power-jet the line and check its status, without any digging needed, through a clean-out in the main pipe stack in the basement. Instead, Mainstream Plumbing's representative told us that we needed to move out of our home while they **** hammered the basement in order to replace the pipes. They also told us that they would need to dig in various places in our back yard to deal with obstructions in the sewer line. Finally, on the third day (August 10), Mainstream power jetted the sewer line and found it in excellent condition.Instead of the $53,000 + estimate from Mainstream, we paid them $7,118.91. Then we had to engage another plumbing firm to finish the job and to repair what they had ruined. We now had a 3' by 14' trench in our basement, broken pipes because of Mainstream's ****hammering, a missing pipe stack and supports to the main floor toilet, with a functioning toilet and shower stall in the basement now destroyed. We were also required to more out out of our house for a full week (8/7-8/15). We are therefore asking for an additional $3,000 for the unnecessary destruction of our basement floor and fixtures and the inconvenience to us.We have since learned of at least half a dozen other people who had been charged or given an estimate by Mainstream amounting to far more than was necessary. At this time we have not heard back from Mainstream after contacting them with our concerns.

  

  Business Response

  Date: 08/24/2023

  Thank you for sharing your feedback about your recent project experience. We highly value your input and appreciate the opportunity to address your concerns while also providing further context to the situation.
  First and foremost, we want to confirm that your project was bid upfront and in writing, and you accepted the bid.  Our commitment to transparent pricing and delivering top-quality service remains unwavering. Mainstream actually gave you 4 options to repair your failing plumbing system. You chose the top option to repair your system.
  Option 1: $56,215.43 See attached
  Option 2: $37,356.27 See attached
  Option 3: $13,343.51 See Attached
  Option 4: $86.11 (pay only the dispatch fee and do nothing)
  Regarding the involvement of other contractors by you during the project, we understand the frustrations this may have caused. Our intention was to ensure a comprehensive approach and the best possible outcome for your project. Mainstreams bid that was accepted by you was a complete repair of your drain system and not just a band aid.  We now recognize that we could have offered a temporary solution like the one you eventually went with the contractor that you chose. Most of the clients we deal with appreciate a permanent solution and not just a temporary fix.
  The situation involving the broken cast iron pipes in the slab and sewage backup was evident from the beginning. The visible evidence of raw sewage coming up through cracks in the slab of your basement indicated a deeper underlying issue. The added cost was essential to address the comprehensive repair work required for a thorough resolution. The point again is that from Mainstream estimators perspective and your approval was that your entire plumbing system was failing and needed to be replaced. And once again you chose the top option when there were less expensive options given to you.
  We appreciate your acknowledgement of our use of the hydro-****** and the unique challenges associated with the situation. Our team's primary objective is to find the most effective solutions while maintaining the highest safety standards. Mainstream as a rule does not run the hydro-****** from inside the house when there is nowhere for the water to go if it backs up. We cannot hydro-jet broken or damaged piping that was in the slab because The hydro-jet is a high pressure water system and this can cause more damage in addition to the backed up water having nowhere to go. The other concern is if the pipe is broken or collapsed this can damage our equipment and this can causes additional issues and potential damage. 
   Because we were going to replace the cast iron pipes in the slab as part of our quote Mainstream chose to start in the basement and expose the damaged pipes in the slab. After we removed the concrete that exposed the damaged cast iron pipes and this gave us access to jet the line and have an area for water to go if a backup occurred. Its very easy for the company you hired to give you completely different advice after Mainstream cleared your sewer and say they would have jetted the line first.
  Concerning the condition of your plumbing system, our thorough assessment led to the estimates we provided,which encompassed all necessary repairs. Our goal was to provide a lasting solution rather than a mere temporary fix.
  Regarding the involvement of another company to finalize the project and the subsequent refund request,we do recall the initial email correspondence you sent. In the complaint you giving the impression that we did not finish the project that we started. Thats simply not true. You hired another company to finish the project. In the contract that you signed with us it included a complete re-pipe of the failing drain system throughout the entire house. To include the Drain pipe in the slab, the stack,and the concrete work.
  In your complaint it was mentioned that you have not heard back Mainstream regarding your concerns. Our software and phone system shows these dates and times when phone calls were made to you.
  8/22/23 2:02pm (no answer/no call back)
  8/18//23 10:34am
  8/17/23 11:46am
  8/16/23 8:44am
  8/15/23 4:13PM
  
  Here is the email you sent us:

  
  We no longer need your services in repairing the sewer system in our basement.  Please come today and pick up your pipes and the shower stall that you removed from the basement bathroom.  Please call before you come:  509-xxx-xxxx;  thanks.
  Since you indicated that your completed work to date amounted to $7,118. 91, we expect a prompt refund to us of $11,381.09.
  
  Mainstream promptly sent back the requested amount. We deeply regret any inconvenience this process may have caused. Your feedback is exceptionally valuable, and we are fully committed to learning from this experience to enhance our processes and communication moving forward. One of our associates will be reaching out to you again today discuss your concerns and a possible resolution. 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20515058
  
  I am rejecting this response because:  See our statement above.
  
  Sincerely,
  
  ***** And ***********************

  

  Business Response

  Date: 09/07/2023

   
  Dear BBB:
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. ____Tue. __x__Wed ____ Thurs. ____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  __x__ Morning ____Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Customer Answer

  Date: 09/11/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  9/28 through 10/4
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  __X__Mon. __X__Tue. _X___Wed _X___ Thurs. __X__ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning _X___Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Regards,

  ***** And ***********************

  Customer Answer

  Date: 09/11/2023

  We are puzzled by this correspondence because we indicated more than a week ago that we were open to mediation and requested it then.  We have been waiting for the business involved to reply to that request.  Does this indicate that the business is willing to go through mediation?

  Thanks for your help.
  

• Initial Complaint

  Date:03/31/2023

  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 2/21 I provided partial payment of $7000 by credit card over the phone, with balance due upon completion, for HV** package, install on 2/22. During the call, the rep emailed me an estimate which I thought was an invoice. After we hung up, I realized that the document read "estimate", and immediately called him back and asked him to email me an invoice. He agreed, but never did so. On their website, they advertise that their techs are licensed and certified, however, it wasn't until many issues arose immediately after install, that I discovered that the 2 installers and the service tech lacked proper certifications to perform the work. The furnace shut down twice for safety reasons within the 1st 12 hours, 1st because water had flooded into the system and then because toxic carbon monoxide gas was not venting to the outside. Both problems were due to errors by the unlicensed workers. The furnace stopped working again on 2/26 and again on 3/12 and remains shut down. Error messages on the furnace and on my thermostat indicated that the failure was due to wiring/electrical issues. Both were on Sunday in freezing temps and they did not respond to service calls, though they advertise emergency service on their website and the sales rep confirmed it before I decided to purchase. My package also included their SPP Membership which was to provide priority scheduling which I did not receive, not even a courtesy call to say they couldn't come. During install I noticed the ** work was not done to manufacturer specs. They agreed to fix but would not come back until the following week to finish the install and left the exposed electrical wires at the outdoor power supply. They attempted to get final payment from me though they did not complete the work. A couple days later I discovered the ** unit was the wrong model, not the one I ordered. They failed to meet their obligations in every aspect, used unlicensed techs, put my safety at risk, and left me in the cold, literally!

  

  Business Response

  Date: 04/05/2023

  Tell us why here***** called Mainstream on Sunday 2/19/23 at 4pm regarding her furnace not working- not due to Mainstream but due to the age of the unit being from ****. A Mainstream customer service representative  called ***** back that same Sunday and ***** requested we come on Monday 2/20/23. ***** let ***** know we can get her in for the first call  between 8am-9pm due to her not having heat in cold weather, we wanted to ensure we were getting out to her as soon as possible.
  Morning of 2/20/23 The licensed service tech arrived at *****'s home about 8:30 am to inspect the furnace. The service tech provided ***** two estimates for repair but the client decided she wanted to have replacement options instead due to the age of the unit.
  Mainstream's Comfort consultant came later that same day (Monday 2.20.23) to *****'s home upon request for replacement options. Nothing was agreed upon that day, but ***** was given estimates that were emailed to her that day.
  The next day ***** called Mainstream's comfort advisor on 2/21/23 wanting to move forward with one of the three estimates provided to her. ***** ended up agreeing to estimate 3 for a total price of $14,428.33. ***** did provide Mainstream  a $7,428.33 down payment to get the project started. 
  On 2/22/23 Mainstream completed ****** HVAC System installation. Later that night ***** called in at 7pm stating she had no heat. Mainstream's **************** Representative spoke to ***** and let her know we would be getting our technician back out there tonight which Mainstream did. The technician arrived at *****'s about 8pm and was unable to fix the issue at that time due to it being a defective part when manufactured.
  The next day on 2/23/23 Mainstream sent the technician to ****** and he was able to fix the manufacturer error which ended up being a tilted boot drain on the ************** The tilted boot drain caused the lines to fill up with water and turned the system off.(this is a safety feature.) Once resolved the tilted boot issue the unit was up and running perfectly.
  On 2/24/ ***** contacted ***** to schedule her inspection with the city regarding our work- no response, and ended up leaving a voicemail. 
  On Sunday at  2/26/23 ***** called at 9pm stating that her unit was not heating.
  
  
  Monday 2/27/23 ***** called ***** at 6am and got ***** scheduled that day for a tech to come out to her home to take a look at the unit. When **** arrived he saw that the thermostat was off line causing the unit to not heat. A new basic thermostat normally comes with the new system but ***** requested that she keep her Nest thermostat. **** turned off all power to the unit and then turned  it back on again which reset the customer supplied Nest ******* *****'s system has been running perfectly since then. This is the electrical error the unit was displaying and was NOT due to faulty wiring or poor electrical work as suggested by *****. Mainstream used licensed electricians to do all the electrical hookups of her new equipment. Mainstream has a crew of 19  Certified Electricians on staff and we pride ourselves on staying compliant with the *******************. I do not know of another HVAC company in ******* that has as many certified electricians as Mainstream. The Hvac Installers were licensed with the *** and Mechanical 1 Licensed to to work with natural, propane gas and Freon which is all that is required.  
  
  2/28/23 Mainstream called again to schedule her inspection with the city and ended up leaving another voicemail. 
  3/2/23 ***** called Mainstream and demanded that we install the older model unit in the home or she would not pay or get the system inspected by the city. We informed ***** that the model that Mainstream quoted had been discontinued and we actually installed a better, high efficiency 2023 model for no additional cost. This is when ***** starts getting obstinate and demands we find and put in the discontinued model number or she's not going to pay her remaining balance. Mainstream was able to find the older unit model from 2022 that ***** was requesting and was willing to meet *****'s demand and swap out the A/C unit for no charge. ***** then declined the offer for no  reason and ended up not responding at all to Mainstream's resolution of exactly what she wanted. I'll remind you that ***** still has a fully functioning furnace and A/C under full warranty from the manufacturer for 12 years that she is not willing to pay for.
  ***** called in on Sunday 3/12/23 and said she had no heat. This is questionable as our call center tried contacting  ***** back that same day repeatedly and she never responded after multiple attempts.
  The call center reached out to  ***** again on  3/14/23 to follow up to ensure she was not having any issues since we never heard anything back from her since  3/12/23 ***** ended up not answering, a message was left and ***** never responded. 
  Mainstream worked tirelessly to resolve this issue by doing the right thing and was met with contempt all along the way. To date Mainstream is still owed the remaining balance of over $7000.00. 
  
  *************************, President.
  
  ...

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19878281
  
  I am rejecting this response because: The information provided by the owner is incorrect. A Mainstream tech came out on 2/20 and provided a verbal quote of $1000 (not 2 quotes) to replace the gas valve but did not know when he would be able to get the part. In addition to requesting a quote for a new **** system, I requested for the tech to let me know when the part would arrive as time was of the essence during the cold weather. He conveniently never got back to me. The sales rep arrived later that day and provided 3 verbal quotes for new system options, nothing was provided via email or in writing. On 2/21 I contacted the sales rep by phone to go over details of the verbal quotes that were provided the previous day and requested an invoice in writing to proceed with the quote of $14,428.33. During our call, he emailed me the pricing which I thought was an invoice. He took a down payment of $7000 at this time. After we hung up, I realized the document was an estimate and I immediately called him back and requested that he email me the invoice. He agreed but never did so. The **** system was to include installation of a furnace and **. Mainstream did not complete the **** system installation on 2/22. Mainstream only completed the furnace installation on 2/22. This furnace shut down less than 2 hours after installation, not because of a defective part as the owner states, but due to installer error. The furnace shut down for safety reasons as condensate water flooded into the furnace because the condensate pump was not working as it was plugged into an improperly set (tripped) GFCI outlet that was installed by the Mainstream installer earlier that day. The technician believed that the backed up condensate water had leaked into the furnace from a pipe leading to the inducer motor, so he tightened the metal hose clamp that was securing this pipe as a preventative measure. Unlike the owner states, the furnace was fixed and started right up once the GFCI outlet was reset, however, only temporarily as the furnace shut down again several hours later between 3:00-4:00am on 2/23 due to another safety related issue. The service tech who arrived later that morning explained that while tightening the metal hose clamp on the pipe leading to the inducer motor, the prior service tech had improperly tilted the pipe slightly towards the inducer motor which prevented the inducer blower from venting toxic carbon monoxide gas to the outside, forcing the system to automatically shut down for safety reasons. The furnace shut down again on 2/26. I realized this when my Nest thermostat could not connect to the furnace. I explained to the service tech that the thermostat was not receiving consistent voltage/power through the wires coming from the furnace. He suggested that it could be an issue with my thermostat though my Nest thermostat was newly installed six weeks prior and I had not experienced a single problem with it before this day or prior to the installation of the new furnace, and the Mainstream installer had also re-wired the thermostat as was required for use with the new furnace. I still question whether there is a wiring problem, a loose connection, or perhaps a moisture issue? However, the tech didn't bother to closely inspect the wiring. My system has not been working perfectly since then, as the owner suggests, as the unit shut down again on 3/12 with error codes on both the furnace and the thermostat  indicating that there is an open fuse and wiring issue, and the unit remains shut down today. Perhaps if Mainstream had returned my call on 3/12, we would know the cause of these problems. Regardless of how many certified electricians Mainstream may employ, the installer who completed the electrical wiring from the thermostat to the furnace and who completed the gas work at the furnace had no license at all, no ************************ certifications and no gas heating mechanics license. Same installers removed the old ** and furnace and disconnected all electrical and gas lines, including cutting and disconnecting the whip wiring at the outdoor ** disconnect/high voltage power box and they remain disconnected today as the ** installation was not finished on 2/22 as the owner seems to think. According to the city inspector, the units must be up and running for him to complete the inspection, and they are not. I first contacted the sales rep on 2/27 to address concerns with regard to the installation and the service, including but not limited to my receipt of the wrong ** unit and the furnace failures and water damage. We also spoke in person regarding these matters on 3/2 and again over the phone on 3/6. Yes, Mainstream delivered the wrong ** unit, not the one that I ordered, which was a quieter unit. Yes, this was an important factor to me and I requested that they bring the correct model. But never did I refuse to pay or refuse to get inspections. None of these things were ever discussed as it was understood that payment would be made after completion of the installation and the inspection would be completed then as well. Regardless of the wrong ** unit, the electrical wiring for the ** still had not been completed. The furnace is not fully functioning as the owner states. It has been non-working since 3/12 and was inconsistent up to that point. Supposed attempts to reach me are completely false. Mainstream claims they were doing the right thing, however, they left me with a furnace that sustained water damage on day 1 due to their negligence, not a manufacturer defect. I am left without a functioning heating/cooling system in my home and they demand payment. The only thing Mainstream has worked tirelessly to do is to ensure that I'm burdened with the expense of their mistakes.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/18/2023

  Tell u
  Dear *****,
  We are writing in response to your complaint about the service you received from Mainstream. At this point it seems that you would rather just argue than resolve the issue. We would like to reiterate that everything we communicated to you in your initial complaint was accurate and true to the best of our knowledge. We base our responses on the facts recorded in our software that monitors and records every call made to our office.Every outbound call to you was also recorded in our system as well, including the ones that went to your voicemail that you claim were never made. 
  Our records show that you called us on the 20th, reporting that your furnace was not working. We provided you with two repair options as recorded in our software and one of those being the $1015.13 you mentioned in your reply. At that time on the 20th you chose to explore replacement options. Our comfort advisor visited you on the same day, and we emailed the estimate to you as recorded in our software. You called back on the 21st, and you agreed to one of the 3 estimates, and we installed the system the next day on the 22nd because your furnace was not working and you had no heat. On 2/22/23 we emailed you a copy of the invoice not once but twice as recorded by our software.
  We would like to emphasize that we take our customer service seriously, which is why our phone system runs through this software that records every communication between our customers and our staff. Our staff works tirelessly to address all issues that *** arise during the project. We even went as far as to locate the discontinued unit and offered to install it at no charge as a sign of goodwill. Our staff is trained to provide A+ BBB accredited business services. 
  Facts about the installation.
  Mainstream did not run a new thermostat as your existing wire was reused. 
  Mainstream did not do any wiring to your Nest thermostat. As you already know, your Nest Thermostat lost connection to the internet and needed to be rebooted to function properly. This was all that was done and did not even require the thermostat to be removed from the wall.
  The little bit of water that came from the factory defect did not create water damage to your furnace. Hyperbolizing this does not change this at all.
  The furnace and AC both have 12 year warranties, Feel free to use it.
  You claim you wanted the discontinued model of AC because it was quieter. The old model is 73 decibels where the newer model is 75 decibels. A human conversation is at around 60 decibels with whispers at around 30 decibels. It takes a change of 5 decibels to be noticeable by the human ear. Interesting!
  We offered to correct everything you wanted, exactly the way you wanted, as absurd as it was and oddly enough you said NO! 
  We absolutely have the correct licenses required to do any of this work in the ***************, the ******************* and *****.
  
  
  We are sorry that you are having issues with your new furnace. You state that the furnace has not been working in over a month. I find it hard to believe that if this was true that you would not have made more than one attempt to get us out to fix it for free. Our software shows that we called you right back on 3/12 with no answer and did not get a call back from you. With a furnace not working in mid March? However, we would like to note that we cannot resolve issues if our clients refuse to communicate with us or schedule needed services. We hope you understand that your HVAC system is currently under full warranty and can be serviced by any authorized dealer. Just like if you were to buy a new **** vehicle ******** dealership can perform the warranty work. Therefore, we encourage you to seek assistance from an authorized dealer in the area to ensure that your system is properly maintained and serviced.We regret to inform you that we will no longer be providing service for your HVAC system effective immediately. Despite our best efforts to provide you with quality service, we have found it increasingly difficult to work with you. We believe that it is in the best interest of both parties to part ways at this time. We wish you all the best in your future endeavors and hope that you will find a more suitable service provider that meets your needs.
  Please be advised that any outstanding invoices or payments owed to us must be settled within the next 30 days. 
  Sincerely,
  *************************, President
  
  s why here...

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19878281
  
  I am rejecting this response because: I will keep this brief since, at this point, I'm just wasting my time. The fact of the matter is that I would not be disputing this issue had the company made an effort to resolve it rather than avoiding responsibility. A furnace was installed in my home that never functioned properly. It flooded on day 1, not due to a defective part, but due to an installer error. It shut down 3 times within the first 4 days, continued to have issues and shut down again. The concerns that I expressed to the service tech early on and the problems that I described were dismissed as "normal kinks with any new system." Continued problems were passed off as a Nest thermostat issue without any investigation or troubleshooting. The wrong model ** was delivered and the installation was not completed. It seems they would rather pass the blame and the burden on to their customer rather than take responsibility for their mistakes, and customers that try to hold them accountable are deemed too difficult to work with. I appreciate the advice to seek service elsewhere to ensure that the **** system is properly maintained and serviced but I also understand that it must be installed properly in the first place for any ongoing maintenance and servicing to be effective. In my case, I have a furnace and **, neither of which are operable, and the ** never installed. The business refers to the warranties, however, to my knowledge, warranties should normally effective only as of the date of installation.
  
  
  I do not wish to waste more time disputing quantities or dates of emails or call records because clearly my records do not match theirs. I have also received software generated documents (3 total) from Mainstream by email which belonged to other customers, where I was not the intended recipient. I mentioned this to the sales rep so they are aware that their system is not without faults. 
  
  Sincerely,
  
  *******************