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:07/04/2025

  Type:Customer Service 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 purchased a heat pump for my home from this company in 2020. Recently, it was not working properly. I contact ET Mechanical and had someone come to my home to determine what the issue was. I was informed that there would be a $250 service fee charged for this visit, which I paid. I was then informed that the issue was a warranty issue and I would be required to pay another $75 "warrant processing fee" to get the issue resolved. This is not the first time I have had a warranty issue with this heat pump. I had a similar issue two years ago. The issue was resolved without my being charged a "warranty processing fee". I think it is ridiculous that I have to pay a minimum of $325 plus HST to get a faulty product fixed by this company when the issue is covered under warranty.

  

  Business Response

  Date: 21/04/2025

  Hi There, We never charged the $75 amount and the customer mentioned that as well (see below 'was resolved without my being charged'). I think they did not like the idea of 'warranty processing fee' for the parts to be charged along-with SEF. And the ET office called and talked to ******* ****** and she knew about this. I made her understand why and what is the reason. She was good with that. So, this is resolved. Thanks.

   

  Customer’s Statement of the Problem:
  I purchased a heat pump for my home from this company in 2020. Recently, it was not working properly. I contact ET Mechanical and had someone come to my home to determine what the issue was. I was informed that there would be a $250 service fee charged for this visit, which I paid. I was then informed that the issue was a warranty issue and I would be required to pay another $75 "warrant processing fee" to get the issue resolved. This is not the first time I have had a warranty issue with this heat pump. I had a similar issue two years ago. The issue was resolved without my being charged a "warranty processing fee". I think it is ridiculous that I have to pay a minimum of $325 plus HST to get a faulty product fixed by this company when the issue is covered under warranty.
  

• Initial Complaint

  Date:31/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased ******* Heat Pump from ET Mechanical on 2021-04-06 - $17,825 (see Att. # 1)
  10 year Warranty Plan (see Att. #2)
  
  Service details follows as best as I could keep track of, no paperwork given, as work was done under warranty.
  
  2021 – May 18
  Replaced outdoor sensors
  
  2022 – March 25
  Replaced sensors for Ambient & defrost on outdoor unit
  
  2022- April 25
  New thermostat installed
  
  2023 – Nov. 02
  Service Mgr came to home regarding outside unit not working along with inside thermostat not working
  
  2023-Nov. 07
  Sent email of concern about issues with heat pump (see Att. #3A/3B)
  
  2023 – Nov. 8-10
  Refrigerant system flushed, leak tested and recharged
  Reversing valve put in
  
  2023 – Dec. 04-06
  Reversing valve put in the outdoor unit
  Thermal Expansion Value
  
  2023 – Dec. 13-14
  Outdoor circuit board installed
  Expansion Bulb
  
  Note:  2023 – Fall
  There were nine technician calls, sometimes tests were carried out, sometimes equipment repaired.
  
  2024 – Oct
  Contacted Manufacturer to ask for extension on warranty, as I am not confident with equipment performance – no extension was given.
  
  2024 – Oct
  Service Mgr. was in contact with supplier/manufacturer and asked them to review history and requested a unit replacement.  (see Att. # 4)
  Also Service Mgr. stated same in phone conversation with me, that he was 100% behind me.
  
  2024 – Oct. 16
  No heat – technician replaced expansion valve – again (this was also replaced in fall of 2023)
  
  2024 – Oct. 23
  ET Mechanical waiting on manufacturer regarding decision on replacement of unit.
  
  2024 – Oct. 28
  Spoke with ***** ****** in ***** ********* absence.  Explained the issue.  He told me he would follow up with Mr. ******* next day regarding the status.  I am trying to verify that request was sent and narrow down when I can expect my heat pump to be replaced (ideally).  A technician sent to home today.  Technician found Error Code-E411 (low refrigerant); technician will follow up to see if low pressure switch is needed.
  
  2024 – Oct. 29
  No heat from heat pump this morning.
  
  Note:
  Communication with customer is rare.  I do not feel that I have been treated fairly.  The technicians are hardworking, but seem that training is minimal.  My current system is not dependable and I am very disappointed as the system was very expensive and is only 3.5 years old.  I have requested a call from the owner of company, no response.
  
  Attachments referred to have been sent with the email.
  

  

  Business Response

  Date: 20/11/2024

  To whom it may concern, 

  We are aware of the situation with Mrs. ***** and have been in discussion with her since the receipt of this complaint. We have discussed a possible replacement of this unit under warranty with the manufacturer and the distributor, their determination is that they are willing to continue providing warranty parts for repairs but not willing to replace the entire unit, unfortunately this warranty is held by the equipment manufacturer and not by E.T. Mechanical.  Due to this outcome with the manufacturer we have offered Mrs. ***** the option of attempting to repair the existing unit under the existing warranty at no cost to her or replacing the outdoor portion of her unit with a different brand/style of central heating equipment that would come standard with a new equipment warranty.  To do this replacement we have offered to cover 50% of the equipment cost (Est. @ $1000) and 100% of associated labor and materials cost required to complete the replacement which totals approximately $2500-$2900 on our part as a courtesy to her due to the situation. Included in this replacement is an upgraded thermostat as she has had some issues with the existing thermostat, we have offered to cover this cost of $350 as well.  As of today's date (Nov.20, 2024) we have not received a decision from Mrs. ***** regarding how to proceed. 

  Customer Answer

  Date: 26/11/2024

   I am rejecting this response because:

  There was no mention of the lack of service, i.e., return phone calls or update on parts ordered, when technicians would be back to do more servicing.  I felt completely in the dark sometimes.  Technicians that were sent did not seem to be sufficiently trained.

  Cannot get response from the owner of ET Mechanical, tried couple of times.  This is frustrating.

  A lot of money was invested in this unit, which is only 3.5 yrs old as of today and it seems the solution is for me to invest more money (yes, I have been given a discounted price) and I appreciate that.  

  I would transfer the warranty contract, but have checked and have been told that I cannot.  In closing, I do not find customer service from ET Mechanical up to par.

   

   

   

  
  

  

  Business Response

  Date: 18/12/2024

  Good Afternoon, 

  As mentioned previously we are more than willing to continue to complete warranty work for this client as required. However this is a 3rd party labor warranty and can be claimed by any service provider. The equipment warranty is NOT a 3rd party warranty but is provided by the Manufacturer of the equipment and can also be completed by any service provider. This client is no way "bound by the warranty contract" to have E.T. Mechanical complete this work.  It is possible that the service provider she contacted may not be aware of how to claim that warranty or may not wish to deal with the warranty provider. 

  We would also reject the request to reimburse for services completed by another contractor. To date we have never invoiced charges for any repair/service work completed at this location be they warranty related or not and have also offered to incur further costs in an attempt to satisfy this client which have previously been rejected.

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service 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.

  ET Mechanical charged us $20 plus tax, monthly, to be a part of thier 'comfort Club'. With that membership comes two free services. Typically spring/summer and then again fall/winter. Prior to Sept 2023, ET Mechanical failed to contact us for our service call yet continued taking our monthly payment. We didn't know we had to call. They said they would call us. Then in Sept 2023 all confront Club members recieved an email saying they would no longer be contacted for the free service calls. We would have to contact them. From Jan 2023 - Sept 2023, no one called us and we never received our service. ET Mechanical stole approx $180 plus taxes from our family. And, I'm sure we are not the only clients they've done this too. I made a very rude, one sided complaint to ET Mechanical, demanding a call back from the owner, ****, and instead they called my husband and canceled all services and promised to reimburse us the monthly payments for 12 months. No plan is in place and frankly, I don't trust them. The techs coming here were missing the problem and it took them over a year to figure it out. Reoccurring problem, same crap answer, 'there's nothing wrong.' Then by the time the lead tech came and 'found' the problem., our warranty had ended. Of course it did. I feel as if this company does shady work. Over charges for incompetent tech's and then had been stealing money from comfort club clients. What saves them now is an email, from Sept 2023 onward, saying they are not responsible for setting up paid, routine service calls. This is thier saving grace after Sept 2023. But prior, no. There is no saving grace for defrauding Canadians of thier money. Claiming to provide a service and then not meeting thier service requirements. I'm sure they've stolen money this way from others too. An investigation should be made into this matter. Thank You.

  

  Business Response

  Date: 19/12/2023

  Good Afternoon, 
  We have discussed this issue with this client husband and have agreed to issue a refund for the last 12 months of their Club Membership fees as 1 of 2 maintenance visits was missed by us. The amount refunded totaled $261.86 and was transferred to this client on December 7,2023. As part of this agreement and due to the nature of the comments directed at our dispatcher by this client we have cancelled their annual membership and refused service to this client going forward as mentioned in their statement as we are not comfortable sending any of our employees to this location. A copy of the recorded phone call between Ms. ***** and our dispatcher can also be forwarded should it require review. 

  Customer Answer

  Date: 20/12/2023

   I am rejecting this response because:
  ET Mechanical may of paid us back, but that was only after I forced their hand. After other phone calls for a ******* to call back, we recieved nothing. 

  So yes, I had to get tough. If calling the company's ******* (****) a ***** then yes, I said it. It's true. If saying to the employee this isn't the first time the company has stolen money and didn't give maintance, true! If saying to the employee he works for a highly unethical company is 'offensive' maybe you should steal from hard working clients?! 

  We never been rude to the maintance staff, but you've sure sent some uneducated people our way. However, when it comes to having to fight for our right to our money and service you stole from us, your darn right I'll resort to '********' as, again, this isn't the first time you've failed service and still took our money. 

  But, it is the first time I've become rude enough to **** you off. ****, the owner, can't handle the truth. 

  Sorry ****, but your a ***** and are now hiding behind a policy just created in Sept 2023, so to legally cover your backside. 

  I'll ask BBB to review this company's books and service calls, as you'll find more clients like me. Just most people don't speak thier minds at risk of the company withdrawing. For me, I say I'm better off. 

  Again, 95% of your tech's are incompetent and uneducated in our heating and cooling system, which surprises me as you installed it. However, it was installed under the last owner, who was much more professional and appropriate. 

  Please. BBB, dont let this refund stop you from investigating furter. Also, read the goggle reviews. Many people speak upon this company in a poor light. 

  Dear, ET Mechanical. Do better and costumers who have to become rude and demanding and force your hand. The only reason you, ****, called my husband is because I beca.e rude and demanding...... because asking nicely for me no where. 

  You've trained your reception right, they support your I'll management and ******** ***** 

   

  
  

• Initial Complaint

  Date:28/10/2023

  Type:Customer Service 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 bought a heatpump from this company 2 years ago. Last April it started making a loud screaming noise. The company came and said it need a part replaced. Between April and June they kept telling me that the part would take 2 weeks. Then in June I was told that they didn't know when it would come. I asked to speak with a manager but never received a call back. In Sept I called again and they said they would replace the inside unit. It's now been almost 2 months and they are saying again that they don't know when that unit will be coming in. It's moving into winter and I can't use the heat pump because it gives my daughter a headache. It sounds like a jet engine taking off. The service has been absolutely unprofessional and unacceptable. I want the entire this replaced at this point with a new brand if they can't figure this out. I paid them over $3k.

  

  Business Response

  Date: 31/10/2023

  We have contacted this client and apologized for the extended wait time due to parts required to complete this repair being on back order from the manufacturer. As a result we have agreed to replace the entire indoor portion of this heat pump. This work is scheduled to be completed today (October 31, 2023) at no charge to this client. We believe this replacement with completely resolve any ongoing issues with this equipment. This has been discussed with our client and our hope is that this provides a satisfactory resolution to all parties involved. 

• Initial Complaint

  Date:29/12/2022

  Type:Customer Service 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 problem is this company came fix my air exchanger the circuit board was damaged. They said have replaced it in August 2022 Ok. In December 2022 they said part came call have it installed. Call them spoke too **** said charge was 800.00 dollars have new one installed. This warranty part being replaced so how can they charge that much. Also was told if sign paperwork they will give me part but they accepted no responsibility after that unit bought from them in 2020. Just want my part installed not for 800.00 they are responsible for anything under warranty. Thanks you

  

  Business Response

  Date: 03/01/2023

  The customer's HVAC was installed by us on February 5, 2021, which comes with 1 year labour, 5 years electrical components and 7 years Motor warranty. On September 01, 2022 during our regular maintenance visit. Our technician has found faulty Circuit Boards  which needed to be replaced under Parts Warrant - we did NOT damage the circuit board. We provided estimate on the same day, and the customer agreed to order the parts with the charge of $700 + HST for labour only which was NOT under the warrant. When the parts finally arrived in November and we contacted the customer for appointment. The customer then refused to pay for the labour charges. We were and are ready for this repairs (remove and re-install circuit board) and we are waiting for the customer's final decision. Any warranty left on this unit will be waived if the warranty replacement parts were NOT installed by a licensed technician.

  

  Business Response

  Date: 04/01/2023

  The technician's skills requirement are different between the warranty claimed parts replacement and the regular maintenance. The customer's location is about 1 hour driving distance (one-way) from our company in Fredericton, NB. The estimate was presented to the customer on September 01, 2022 and it has been discounted by 20% since the customer is our Home Comfort Club member. 

  Customer Answer

  Date: 04/01/2023

  I am rejecting this response because: I will paid150 for gas no more if not accepted i will be in pckup my part in few dsys have some else installed  it and be canceled my monthly payments for maintenance.  
  

  
  

  
  

  
  

• Initial Complaint

  Date:11/10/2022

  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.

  THIS COMPANY INSTALLED A HEATPUMP IN MY HOUSE IN 2020. SINCE INSTALLATION IT WAS NOT WORKING PROPERLY. THEY SENT AT LEAST 10-15 TIMES DIFFERENT TECHNICIANS BUT COULD NOT FIX IT. RATHER MADE IT WORSE. ALSO THEY DID A LOT OF DAMAGE INSIDE THE HOUSE WHILE TRYING TO FIX IT. APPERENTLY THE COMPANY USES STUDENT TECHNICIANS. AFTER REPEATED REQUESTS THEY ARE REFUSING TO CHANGE THE FAULTY HEATPUMP. NOW WINTTER IS AT THE DOORSTEP. I AM AFRAID I HAVE TO TO SUUFER AGIN IN THIS WINTER WITHOUT HAVING PROPER HEATING SYSTEM. I HAVE SPENT A LOT OF MONEY WITHOUT ANY RESULTS.

  

  Business Response

  Date: 12/10/2022

  We are aware of the issues this client has experienced. The last time we provided a service to this client was May16/22.  At the time our technician was instructed to upgrade a portion of the installation to resolve a known pressure issue. Since then we hadn't been made aware of any issues at this address until approximately five months later in September 2022. At that time we scheduled one of our technicians to attend and diagnose the problem. When our technician arrived he was able to take a temperature reading from a floor vent near the door that indicated the unit was heating but was denied access to the unit for further investigation as to what, if any, problems might exist.. Unfortunately without being able to access the system we are unable to determine what the issue is and how to move forward with a resolution. Additionally it is worth mentioning that we have not been made aware of damages to this clients home nor have we had 15 technicians attend this address, there have been 4 different technicians at varying levels of experience, we do not employ "students" but we do employ apprentices like most skilled trade related businesses. 
  
  
  We are willing to work with this client to resolve any issue within the guidelines set by the manufacturer's warranty process as we have done for clients in the past, this process can result in repair or full replacement of the system however that outcome is determined by the manufacturer and based on information we normally gather at their request. Unfortunately as we have been denied access to this system we are unable to gather the necessary information required to proceed with this process. Any assistance you can provide in assisting to resolve this situation would be much appreciated. 

  

  Business Response

  Date: 18/10/2022

  Good Morning,

  We understand that you're having operational issues and are willing to assist in resolving this issue. Since this system was installed we have followed the manufacturer's warranty guidelines regarding troubleshooting and repairs to the system as needed. We are certainly willing to continue to help resolve any issues with this system but as previously mentioned we are bound by the manufacturer's warranty process and for any further action to occur we are required to follow their process. This would require access to this system by our technicians. To date this client has refused us access, in turn we are unable to proceed with a resolution. We want to help get this to the finish line. Please help the client to understand that we need in to his home so we can resolve the issue. They are not allowing us in currently and we are ready and willing to go. 

   

   

   

  
  

  Customer Answer

  Date: 18/10/2022

   I am rejecting this response because:

  They came to my place already 10 to 15 times to solve the problem.

  Its too much for me. It never worked. They never fixed the problem.

  So under these circumstances only option is to replace it or refund.

  Thanks