ComplaintsforMainstream Electric, Heating, Cooling & Plumbing

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  08/28/2023

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

  

  Business response

  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 response

  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 response

  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

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

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

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They offer you a deal to get their foot in the door, then use fear tactics scare tactics to try to get you to purchase things and they try to do it at exorbitant prices only to not fix the one thing you paid for them to fix. I have three different people from there come to my home they all did the exact same thing. It was so manipulative. I had to ask the last one to leave even though Im out the money and still dont have water tank fixed. Each one of them lied to me because I got second opinions and I looked up and it seems like this is a pattern with them. I feel bad for the people who dont realize theyre being taken advantage of it. Something needs to protect those people.

  

  Business response

  02/27/2023

  *******,
  Your satisfaction and my firm's reputation are of great importance to me.
  Tankless water heaters are required by the manufacturer to be flushed every year in order to keep the warranty in good standing. Your tankless water heater has not been flushed in over 3 years, and your home's water is considered very hard water. In situations like this, it normally takes 2-3 complete flushes to  remove all the calcium/calcification from the heat exchanger. This scenario would be much  like not having your teeth cleaned for 3 years. It would take the hygienist twice as long to remove the calcium/****** as it would if you had done it  annually. When homes have hard water or clients do not complete regular maintenance to  their water heater, Mainstream will  most likely recommend adding a descaler or water softener. Recommendations like these are always the clients choice and are never mandatory as you are suggesting. Below is the exact summary of what happened during your water heater flush:
  Technician Summary of Call:
  Client states that their tankless water heater has not been descaled in the last three years they have owned the home. She states that the water pressure in her home has gone down drastically. We removed the front plate cover of the V65 Rinnai and discovered that the unit has a little sign of overheating but does not look too bad. We also explained that after three years of not maintaining the heater it may take a few flushes to get all the calcium out, but todays descale would be a good start. While explaining the importance of water treatment and how the tankless is affected by calcium, we were told to leave. She states that she is sick of our company trying to sell her things. She stated that all she wanted was a flush on the heater, which I explained we were prepared to perform and the sole reason for coming out today. She would not allow me to finish putting the screws back on for the front cover and kicked me out. I apologize for any inconvenience or any bad feeling she had for Mainstream and politely left as she requested.
  Text to Technician from client requesting after hours work on the side:
  ****, I know its not you, just your company. I didnt mean to be so **** but after my experience with two other Mainstream people and the desperate need to get this done. I couldnt tolerate how they expect you to do things. If you want off record after hours work let me know.
  In your complaint you are requesting a refund. According to our records, we show that you were never charged for this call. In other words, you paid zero dollars for this call.

  *************************, President
  

• Initial Complaint

  01/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We just bought a house and had concerns about the sewer. Even though we had had it scoped during our home inspection, we wanted a second opinion. Mainstream sends a worker who proceeds to make a show of scoping our sewer line while somehow playing a video of a line scope that wasn't even our line! Whole sections of the video showed a collapsed sewer ling. After getting my wife upset, the guy proceeds to hit her with the hard sale (i.e. 'Financing is available' and 'we'll fix this quick' 'your home will be uninhabitable' ). Our original home inspector had to come out and prove that his scope was the real one. Mainstream didn't return my calls afterwards. These guys tried a very elaborate scheme to sell us a new sewer line we didn't need. We later found out that Mainstream has a well known and well deserved reputation for ripping people off. What they tried on us is a very elaborate scheme. Someone should stop them.

  

  Business response

  01/13/2023

   Your satisfaction and my firms reputation are of great importance to me. To recap, Mainstream was called out to your home to give an estimate for a jetting service that you requested after receiving a recommendation from your home inspector. The line was reported to have roots in it, and it needed to be cleared out. Remember, we didn't call you, you called us for a service. Before we gave options, we ran a camera to see what was happening with your sewer. Mainstream ran the camera with you watching a LIVE feed video of your sewer line. The technician found an Orangeburg pipe that was in very bad condition with multiple blisters, and some sections of the pipe was missing from the bottom of it. The sewer line was partially backed up with toilet paper and holding water in one section of it. The transition from the cast iron pipe to the Orangeburg pipe had severe root intrusion, and it appeared to be partially collapsed. In our professional opinion, a ****** or a cabling of the line would only make the issues in the pipe worse and could cause a complete failure. Orangeburg is an old pipe that is basically a cardboard tube coated in tar.The problems in your sewer line is very common due to the nature of its construction.You have falsely accused Mainstream of showing you a recorded video of a sewer line that was not yours.This is impossible because you were standing next to the technician as he ran the camera directly in front of you while the camera was pushed through your sewer line. We do not record video of the sewer inspections unless requested by the homeowner which you did not ask for. Our process is that we have the homeowner watch a LIVE video while we are running the camera. We are so confident in our diagnosis in what you saw that we would be happy to run a camera live with whomever you would like present. We are sorry that you are having issues with your sewer line, and these problems only get worse with time. We wish you the very  best!

  
  Sincerely,

  
  *************************, President
  
  

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - The installation of a new HVAC system was on 06/2/2021. However, during the recent sub-zero temperatures, we found out through a different company on 12/28/2022 that the entire system was wired incorrectly. The furnace should have kicked in the emergency heat, but it did not. We manually chose emergency heat on the thermostat, but again, nothing but cold air blew through the vents. The initial Mainstream technicians were pleasant, but they ran around trying to figure out why things weren't working. It was determined that a heat pump part was defective. This happened twice. So we waited for the part to ship, twice. One of the technicians ( I won't use the term electrician because it appeared they had no idea what they were doing), put a hole in the bathroom wall and said nothing to me. The technicians were here from morning until 10:00 pm some days, with no luck. One of the technicians tried calling her boss, but she was already in bed. It appeared to me that these young technicians lacked the support and training they needed to complete the job correctly. The job failed the first inspection due to incorrect wiring to do with the circuit breaker box. I told myself not to use this company again, that is why I called a different HVAC company to troubleshoot the issues we were recently having. I have uploaded the invoice from Mainstream and the invoice from Holiday, the company I called to help with the heating issue.$19,281.33 was spent on this system, and it was installed by people who were not qualified to do so. Again, the entire system was wired incorrectly which was discovered on 12/28/2022, two days ago.

  

  Business response

  01/04/2023

  Dear ****,

  
  I have reviewed the Better Business Bureau complaint submitted by you and deeply regret that Mainstream was unable to get the
  emergency heat function on your air handler working properly.  Your satisfaction and my firms reputation 
  with you are of great importance to me.  Your feedback is appreciated, as this is how we get
  better as business and know where we need to train more to better serve our clients. In your complaint,
  you stated that the entire system was wired incorrectly. The new system that Mainstream installed in
  your home on June 21, 2022, worked perfectly through the air conditioning season and also into the
  heating season with the heat pump heating your home from  September through mid-December. So, the air handler
  worked great for six months ... an incorrectly wired system wouldn't work for six months. What didn't go well is when 
  temperatures in mid- December 2022 dropped to single digits and the heat
  pump could not keep up. The thermostat called for emergency heat strips to help heat the house
  and this is what was not working. Unfortunately, the 2 wires that make this happen were terminated on
  the wrong termination points and because of this the unit would not go into emergency mode. 
  We have reviewed the performance of the technicians that were dispatched to your home and will be making
  changes as to who is qualified to work on heat pumps. We will also be providing on-going training as to
  ensure proper wiring and testing of systems, so we can avoid mistakes like these in the future. As a
  resolution to this we will be reimbursing you the $189 diagnostic fee + $72 small wire repair + $21.14 sales
  tax for a total of $282.14. We truly apologize for the inconvenience.

  Sincerely,

  ****, President

   

   

  Customer response

  01/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me. I wasn't expecting remittance of rewiring funds, but I'm grateful for it.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had main stream electric, install a air conditioning/heating unit. At one point, the unit caught on fire almost. I asked what had happened and they said that the electrical wasnt hooked up right. Today, I had the city inspector for the electrical come out for the fourth time and it still didnt pass. Also, I had main stream electric, install an electric panel into my house and I have been having problems with the electrical outlets in my house ever sense.

  

  Business response

  12/05/2022

  ******,

  
  Ive read your complaint and Im sorry for the frustration you have been feeling over this project. After talking with my team, I have some understanding of the issue. The air conditioner failed due to a bad sensor and not because it was hooked up incorrectly. The unit as you already know was replaced with the manufacturers warranty with no out of pocket expense by you.

  
  You are correct in the fact that we upgraded your panel and after the fact you were having some issues with the breaker tripping in your garage. Many people believe that a tripping breaker is a bad thing, and something must be wrong or installed incorrectly if this happens. Breakers are designed to trip when they are overloaded to prevent an electrical fire. The breaker in your home was tripping because your garage was drawing too much amperage and the old breaker was oversized allowing the system to function. When we installed the new panel along with the correct size of breaker, it now trips because it is drawing *************. We offered to fix this for you, but you declined and hired another company to make the repair.

  
  We dont take comfort in the fact that we had a few return trips to your home to fix some inspection corrections. This is not our objective,and we aim to make the whole process as seamless as possible, not only for our business but for you as the homeowner as well. Although this project did not go as smooth as others, Mainstream was committed to the seeing the project through to the end! Once again I apologize for any inconveniencies this may have caused you.

  Sincerely,
  
  *************************, President
  Mainstream Electric, LLC

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  was told morning of August 26 my hot water heater was priority. sends Tech who had surgery & tells ** can' fix until Monday. called dispatch upset about being a bait and switch call. It was fixed at $3100 & told I would get a AVISTA rebate. AVISTA rejected rebate ?? onto HVAC!!! techs come not prepared, had to charge their tools with my electricity, no big deal, yet you go to work PREPARED to work, left apprentice on job site ALONE, they ask to use my downstairs bathroom, my bad, they overflowed my toilet!!!! had to miss 2nd day of work due to electrician unable to make it for the same day service promised, no tutorial on how to use thermostat OR to drain the condensation line, all foreign to me. Had to call and request my invoices. Won't return phone calls, called once and got hung up on. I know for sure my FREE air duct cleaning wasn't done completely because some of my downstairs air ducts were painted shut and they were not moved. Didnt explain to remove painted screws.9.26.22 update. called me week of **** due to my truthful review. requested to send tech again to clean ducts that were not cleaned AND said a $200 credit was applied to my card. tech told my daughter ************ was not touched & would come back a ***** times if need be. Almost a week later and the credit has NOT been applied to my card. I spent over $20,000 on services & feel I have NOT received $20,000 of goods & professional services. Not to mention the number of hours I missed from work outside the ONE DAY service promised.In the beginning I wanted to cry because it seemed one thing after another. Then it just became comical. I was the one where everything seemed to go wrong and it did.As I told them, I am not the HVAC/hotwater expert & nothing was communicated to me other than wanting my immediate payments.Communication is ******** lacked. I fell for bait & switch with no hot water & no AC-furnace. Preyed on during a vulnerable time with family arriving.

  

  Business response

  10/04/2022

  Dear *****,

  First of all, THANK YOU FOR YOUR BUSINESS!!!! So so appreciated!!!! 
  

  Next, your submission to the Better Business Bureau re: your dissatisfaction with Mainstream's services is both surprising and disappointing. We do not take this lightly!
  I have to ask, if it was such a horrible experience in the first place (during the initial water heater service), why did you keep calling us back ... for then a hvac installation, & then a duct cleaning, & then a drain!!?

  *note: I've attached all invoices ... you did call us, we presented pricing / options up front, you chose, and then we completed each service accordingly ... all only with your permission, as seen by signed invoices

   

  Also, here are the notes that ***************************, Mainstream's client liaison, provided ... she follows up with each and every client to perform what's called a Happy Check, a phone call that ensures that clients are satisfied and a time to share concerns:

  First, she called for a WH issue 8/26 
  *** went out 8/26 (He just had surgery and couldn't install the *** ***** called upset (spoke to ******)  that we didn't have the availability for install until Monday 8/29 
  On the recording you can hear *** tell the client and *********************** said he can come help me install and we can get this done TODAY (all same day service)
  So they did, they installed and got her taken care of.
  Same day 8/26 ***** requested to have HVAC sales as well. We got ***** out same day for sales 8/26,  and installed her new system on 8/30.
  ELE hookup for HVAC 8/31 
  9/9 she had her duct cleaning. 
  9/9 we sent out ****** to walk her through the new unit (as she states in her review we didnt answer and wouldnt call her back and help her but yet we sent ****** out to walk her through it) 
  These are his notes: 
   ************************;said (pinned): 
  Walked thru system with customers daughter. Everything operating normally at this time!
  9/9/2022 10:02 AM
  
  
  ***** had exceptional and timely service from start to finish, other than the clogging of toilet which is obviously human error and was probably pretty embarrassing for our tech.
  As far as the Avista rebate, we are not the one who says if something qualifies or not. 
  Right now Avista's rebate for WH's are for 55 gal plus and tankless. She requested a 50 gal (we didn't reject it as she states). 

   

  Mainstream did credit your card $200 as a gesture to reconcile your Avista rebate frustration; this is how much you would've received from them. 

  (It CAN take ***** days for a credit to get back to your card ... we have no control over this. We do show that the credit has gone through on our end).

  In addition, ******* gifted you a 2 year Service Partner Plan (nearly a $500 value), and you accepted ... complimentary hvac system check for 2 years, 2 annual water heater flushes, and 2 annual drain unclogs should they occur.

  *with all of this said, we certainly did no prey on you b/c you had family coming into town, and we're sorry you feel this way!!! We were there to help you prepare for family coming into town!

   

  While we are saddened by your dissatisfaction (AND, we've communicated all along the way), Mainstream does feel that we have listened to your concerns and delivered on those concerns via the $200 rebate issue and the service partner plan.

  Again, we are grateful for your business. Without amazing clients such as yourself, we would not have a business, after all.

   

  Sincerely,

  ******, Founder & VP

   

   

   

  Customer response

  10/05/2022

   
  Complaint: 18130454
  
  I am rejecting this response because:

  there is my side. Your side and the numerous technicians sent o my house .

  hot water heater, was a bait and switch call and only installed same day due to me

  calling office. At that time *** told me I needed a new furnace and said someone can come and give me

  a bid.just by looking at it he said he would go to his vehicle and write some bids. He comes back with a laminated flyers to compare prices . Yes I agreed  and signed for furnace - central air SAME DAY the hot water heater was installed. The only reason I continued to call back was to get invoices that had the specs needed by AVISTA for rebates. I was told by sales guy my hot water tank would get a rebate and he would take $100 off price of furnace just in case they didnt. The $100 is not reflected on the invoice 

  I called and requested correct invoices numerous times to submit for my rebates as shown in the multitude of emails from mainstream in one days time and into the next day. 
  norm never returned my call after he said he would look into these concerns of mine. I called once and got hung up on. Many techs out to correct other techs human mistakes as one called them, to which I appreciate and acknowledge.

  The communication at the one day service installs lacked and I still feel taken advantage of, missed hours and hours of work as work was incomplete,

  the only calls I received were AFTER I made a honest review of how my installs went, any many calls went unanswered as I was at work and felt I missed enough work dealing with mainstream techs. In fact the last tech said he wound come

  out ***** times if needed and admitted not ALL vents were cleaned 

   

  
  
  Sincerely,
  
  ***********************

  

  Business response

  10/26/2022

  Dear Better Business Bureau & ***************,

  My firm's reputation and your satisfaction are of upmost importance to me.

  I hope the delayed response is not interpreted as if I don't care ... Mainstream's client liaison, *******, has attempted to reach out to *************** over the past weeks b/c we do strive for client satisfaction.

  Unfortunately, *************** does not answer our phone calls.

   

  First to recap, Mainstream did refund *************** $200 in lieu of the Avista rebate disappointment ... the water heater that she chose was not eligible for the rebate. We felt bad about that and did immediately refund her credit card although the credit didn't show up on her statement right away. (Again, it can take **** business days for this to occur ... b/c of the delay and at that point, *************** filed a BBB complaint stating we didn't credit her card. But we had).

   

  Attached is the requested $100 discount as promised by the technician for her hvac system. I do apologize for the delay on this ... we do have a process that these sorts of promises do need to be written. Our accounting team has no idea of the $100 until *************** brought it to our attention. Thank you for that, and we are so sorry for the frustration that this has caused. The check is in the mail today, as well as an invoice reflecting the discount as requested.

  Please let me know how else we can be of service.

  *****, your business is so so appreciated, and we do not take that for granted.

  With deep gratitude,

  ******, VP

*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. ↩