Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2025

  Type:Billing 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 am submitting a formal complaint regarding a home A/C recharge service performed by Legit Mechanical Ltd. on June 9, 2025, at my residence. The technician who carried out the service was Raman.I was advised by the technician that adding 4lbs of refrigerant would significantly improve the cooling of my A/C unit, which was blowing at 14C at the time. He stated that 14C was too warm and that recharging would noticeably lower the temperature. However, after the service was completed, there was no improvement whatsoever the vent temperature remained at 14C. At that point, Raman completely reversed his original statement and said that 14C is actually normal and the lowest it could go. This contradiction was not only confusing but felt misleading.Major Concerns:Lack of Transparency: At no point was I told how the refrigerant was being measured or verified. I had to keep asking questions just to get partial answers, and there was no documentation of the work being done.Doubt ************ Quality: Given how vague everything was, I am not confident that the full 4lbs of refrigerant were actually ******** Receipt or Invoice Provided: Despite paying $600 on the spot, I was never given an invoice, receipt, or any written documentation outlining the work performed or refrigerant added.Unprofessional Behaviour: I tried to follow up with Raman through ******** Messenger (which is how we originally connected), but he ignored my messages and then blocked me. This raises serious concerns about the legitimacy and ethics of the service.I am seeking:A proper, itemized invoice stating the work performed, the quantity of refrigerant added, and how it was measured.An investigation into Legit Mechanical Ltd. for potentially unethical practices and failure to provide adequate documentation and transparency.A partial or full refund, as the service provided yielded no results, and the entire interaction left me with serious doubts and no proper paperwork.

  Business Response

  Date: 14/07/2025

  Dear BBB Representative,
  
  I hope this message finds you well. I am writing in response to the recent complaint submitted regarding our air conditioning service visit.
  
  The customer initially contacted us specifically for a refrigerant (gas) refill. We clearly informed him in advance that our rate is $150 per pound of refrigerant, and he agreed to this price. Our technician then traveled to his location and completed the gas refill. At the time of service, the initial system pressure was measured at 55 psi, and after the refill, it increased to 105 psi.
  
  During the visit, our technician also identified a more significant underlying issue beyond the refrigerant shortage. The customers condenser unit is installed in a closed and poorly ventilated area. Due to insufficient space around the unit, there is not enough airflow for the condenser to cool the gas efficiently. Our technician explained this to the customer and advised that the unit should ideally be relocated to a better ventilated area for improved performance. He made it clear that until the unit is moved, the system would not function optimally, regardless of the refrigerant level.
  
  The customer paid $600 in cash at the time of service. He did not request an invoice then, and no taxes were applied as per his preference. Later, when he insisted on receiving an invoice, we accommodated his request and issued one with tax included within the $600 amount though technically, the tax should have been added on top. Additionally, we did not charge any extra fees for the emergency visit during peak heat hours, despite our technician traveling nearly an hour and arriving at around 9:30 PM out of goodwill.
  
  We also want to clarify that the technician had already explained all the relevant details to the customer during the visit. However, after the service, the customer repeatedly contacted the technician with the same questions, even after receiving clear answers. Despite our efforts to explain the situation multiple times, the customer continued to send the same inquiries again and again. As a result, our technician felt it necessary to block the customer on the marketplace platform, as the conversation was no longer productive and was becoming repetitive and excessive.
  
  We value transparency and professionalism in our service, and we strive to ensure every customer is treated with honesty and respect. We hope this explanation provides a clear and fair account of the situation.
  
  Please feel free to reach out if you require any additional information or documentation.
  
  Sincerely,