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:07/02/2025

  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.

  Report on fraudulent and scamming company called Vision mechanical plumbing and heating ***** **********, ****** I had an absolutely terrible experience with Vision Mechanical LTD. They scammed me out of $155 on January 22nd, 2025 and did absolutely nothing I paid for. I called them to service my fireplace, and not only did they do zero actual work, but they had the audacity to claim it would cost $1,000 to fix the issue. Thankfully, I didnt fall for their scam and only lost the 155 dollarsI had another technician come in for a second opinion who fully repaired my fireplace for just $200, including both parts and labor!The Vision plumbing and heating misdiagnosed the issue as a faulty SIT gas valve, but it was fully functional and only needed servicing ( which they never did despite me paying for it without my permission). The real problem was a faulty $54 thermopile. I contacted the technician, ****** from vision mechanical and their office four times for a refund, but they ignored my emails and calls. When you ask for a service they take your **** in advance over the phone prior to the visit and then charge it however they want then send you a bill!!This company is clearly dishonest and wildly overcharges customers. They prey on people who dont know better and try to scare you into paying outrageous fees. If I hadnt sought a second opinion, I would have been ripped off for nearly five times the actual cost of the repair!

  Customer Answer

  Date: 07/02/2025

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  Customer Answer

  Date: 07/02/2025

  Here the charge they put through on my **** without my permission. They said the price I paid was for a service but on they never completed a service and only made up a quote for a part that was not needed to be replaced in the first place and said no servicing was needed on the bill of receipt. I never recieved any service and got stuck with a bill I didnt authorize 

  

  Business Response

  Date: 18/02/2025

  We attempted to contact you via phone and text to address your concerns and your request for a refund, but have not yet received a response. Please feel free to reach out at your convenience.
  Regarding the charges in question, the $155 fee was communicated to you in advance, and payment was processed onsite through manual card entry, which requires your direct involvement. There was no unauthorized charge made to your card. While customers have every right to question or decline a quote, we strongly reject any false claims of fraud or dishonesty. Our technicians are highly trained and diligent in their work, and while they are not infallible, we cannot comment on another companys technicians assessment without being onsite.
  We regret that your experience was not as expected, as our goal is always to provide high-quality service. For nearly 40 years, weve been proud to serve our community with a commitment to our core values of Dependability, Integrity, Excellence, and Service. We understand you may disagree with the quoted price, and we are always open to resolving any misunderstandings in a respectful manner. However, we cannot accept misleading accusations that could harm the reputation of our company and the values we stand for. We hope to have the opportunity to further discuss and clarify any concerns you may have.

  Customer Answer

  Date: 18/02/2025

   
  Complaint: 22910799
  
  I reject this response because there was no formal contact, contrary to your claims. Additionally, I was not given a choice regarding the payment for a service not provided. Despite contacting your company three times without resolution, I received no callbacks. I have disputed your business with **** for fraudulent transactions and will only settle if I am fully reimbursed. 
  
  Sincerely,
  
  Keadon Tob

  Customer Answer

  Date: 18/02/2025

   
  Complaint: 22910799
  
  I reject this response because there was no formal contact, contrary to your claims. Additionally, I was not given a choice regarding the payment for a service not provided. Despite contacting your company three times without resolution, I received no callbacks. I have disputed your business with **** for fraudulent transactions and will only settle if I am fully reimbursed. 
  
  Sincerely,
  
  Keadon Tob

  

  Business Response

  Date: 24/02/2025

  Following our phone conversation with the customer, Keadon, we have agreed to refund the call-out/diagnostic charge. In return, the customer will contact the ******************** to withdraw their complaint. Could you please confirm once the withdrawal has been processed?

  Customer Answer

  Date: 25/02/2025

   
  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,
  
  Keadon Tob

• Initial Complaint

  Date:04/01/2023

  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.

  On Sunday Dec 18 I observed on the **** app that the downstairs heat was stuck between 15-17 degrees. I called Vision first thing Monday Dec 19 to address the alarming situation as Vision had just replaced an “hot surface igniter” on Nov 11, 2022 to the problematic heater that was showing distress. After arranging technician James to emergency troubleshoot Monday Dec 19 9 pm (which I appreciate) the problem was mis-diagnosed as a **** communication error, he updated some information on the **** thermostat, and unfortunately left heat problem unchanged and not fixed. With this wrong **** thermostat diagnosis I attempted to troubleshoot for over 24hours on the **** app from Hawaii and the temperature never moved above 17 . When I persistently called Vision to address the problem I was accommodated with a second emergency after hours call with James for Wednesday Dec 21 9pm, then 7pm. I cancelled this call Dec 21 1 pm. My frozen house-sitter arranged for his own contact, Dan B***, who came within 2 hours of call on Dec 21, and had a much different diagnosis and fixed the heat!
  Dan immediately saw a Code 3 flashing red light on the ignition board at the unit, as well as a failed high temperature indicator, which was powering on and off in attempted reboots, and locking out every 10-15 minutes. He said it was two pressure switch fails.
  He said it was also a drain issue, so he blew pipes throughly 3 times and cleaned hoses. He then bumped up the fan speed. He waited 38 mins in the crawl space to guarantee the heat was consistently increasing and not rebooting or failing. He said it had nothing to do with the **** thermostat, and it had everything to do with the unit in the crawl space. Please adjust invoice for Job #****** to what your company believes is fair considering what unfortunately transpired.
  
  Response: not Visions fault.

  

  Business Response

  Date: 17/01/2023

  vHello,

  I apologize for the delay in response as I did not receive or may have missed the initial email letting us know. I had a conversation with the client and we did come to a resolution. The customer insured me that she would remove her ****** review which she did and that she would also contact the BBB to cancel her complaint. We waved her invoice 100% as part of that agreement. I'm a little surprised that I'm getting this as she insured us that she would contact you guys.I have attached the email thread where she states at the end of her email sent on December 28 that she would contact the BBB to call off or complaint. Please let me know how we can move forward to have this removed?

   

   

  Customer Answer

  Date: 18/01/2023

  
  
  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.
  
  

  Please remove my review.

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