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:11/18/2024

  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.

  After more than 2 weeks of failure to install a central heating and air unit. I was lied to about compensation. Left a hole in my wall and unfinished work for an additional 2 weeks. Reported them to the POA.

  Customer Answer

  Date: 11/18/2024

  Company failed to complete job in 2 days it’s been over a month still have a home in my wall, the town house association inspected the job and it failed due to the poor job.  Also the owner promise to compensate me for my trouble. He never did. I asked for the owner to stop the job and remove everything that they did. He refused.  

  Business Response

  Date: 11/18/2024

  Good Afternoon ,

  The alleged issues the customer is expressing are either incorrect or have already been resolved . 
  The system installed had factory defective parts after installation that required ordering . Once they came in the customer was very difficult in scheduling with us for the appropriate amount of time as well as making himself available . We went out there multiple times due to this including installing the factory parts at no labor charge to the customer . The “hole “was a small size from were a thermostat had to be repositioned , which was confirmed on the schedule for 11/18 with the drywall contractor with ** ********** . A $1000 refund was also agreed upon by the owner and ** ********** which is scheduled to be dispersed this week . The homeowner knew all of this . 
  This customer has to give the appropriate amount of time for repairs as well as make himself available ….

• Initial Complaint

  Date:10/15/2024

  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.

  Our home warranty company chose Epic Mechanical to come out to troubleshoot an issue we were having with our AC unit. At the time of their initial visit, they determined a part that was needed as well as it was recommended a cleaning. I gave them my credit card to run the deposit of $1206.12 on or about August 2, 2024. After a period of time waiting for the part and issues with Epic showing up but not able to do the full job, we decided to cancel the entire job. I contacted their billing department back in August and let them know we were not moving forward with Epic and to refund my credit card. Instead of a refund, they fraudulently charged an additional $1206.11 to my credit card which showed up as a credit on September 4. To date, my calls have not been returned. I have been told different stories. Today I confirmed with billing that the manager Andy had still not even approved the refund. They owe me $2412.23. To confirm, no work, not even the warranted part, was completed per our request.

  Business Response

  Date: 10/29/2024

  Customer paid via credit card in advance. Due to issues with the schedule and the termination of an employee we had to reschedule the customer. When we were finally able to sent someone out the customer refused the services that had been paid for. We did take a little longer than expected to refund this customer due to the employee termination which delayed approvals. Customer was refunded through online services they paid on and was processed10/24. Let us know if you have any other questions. We apologize for any miscommunication. Have a blessed day . 

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** ******** **** ******** sent Epic Mechanical out to replace the air handler in our attic on 8/13/24. They came out and did the work, then left. I got a bill in an email that was dated for 7/29/24 showing they did the work a few week prior. A few days later the house started getting hot, I contacted Epic and they informed they couldn't help and that I would have to contact the home warranty people. I called them and they dispatched a new company to inspect. Upon inspection, they found many mistakes that Epic made and that there were parts of the job I paid for that they did not do. I am worried the new air handler they just installed may be ruined and now I have to pay more money to more people to get my problem fixed. The new company said they are going to do all they can to get it fixed. They also informed that Epic has a history of bad work and has changed their company name many times over the past few years. This is our first house and my wife is 7 months pregnant and the heat isn't good for her our the baby. I just think it's very unprofessional and corrupt to tell a customer they can't help after just doing the work the week prior.

  Business Response

  Date: 09/03/2024

  In response to the complaint filed above, we were assigned this from the home warranty company and were assigned to install an air handler. I am unaware of any issues with this installation, as it was operational upon completion. Epic Mechanical stands behind its work, however, with home warranty assigned installations, we are dispatched these repairs and we defer to the warranty company for recalls etc. Currently we have phased out this warranty company from our business, and that was why this was allowed to go to another contractor. In regard to the complaints about poor work and changing our name, we stand behind our work and have been incorporated and doing business as EPIC MECHANICAL SERVICE CO since 2015. We have not assumed any other names during that time and at all times attempt to do quality work.

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  About two months ago my ac unit on my home had a problem with Freon leaking the home warranty didn’t want to cover the repairs so the tech that came out kept telling me how they do financing on a new unit with hvac system complete in one day needless to say it took two days which was ok cause I made arrangements for my kids to stay with my Aunt out of town so the unit worked fine for two weeks kept shutting down because of the overflow up stairs wasn’t sitting right it took them two weeks to finally get that right but both techs stated when they came out from the initial install wasn’t done corrected and they’ll come back and correct it needless to say that never happened or did they ever say what needed to be corrected now moving forward here it is 3 weeks later and the unit is not working still I have have asthma n my son also , sleep with a cpap but I just sign a contract for a new unit that cost $12,046 but still no air and just made the first payment at this point I thought about sueing and get them to pay for it cause they stated I have a 10 year warranty and don’t call the warranty people for repair cause they’ll fix it but I still have no air in my home in these very high temperatures so why should I pay for something that’s not working or they’re not honoring they warranty or work

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 met this contractor through a call with my home warranty. They priced replacing my coil(reason for the call) and the condensor, linset, and plenum to make the system more efficient and correct a problem I had with airflow in one room. They would install dampers and balance the system with a 10 year labor and parts warranty. If I bought from them and something went wrong, I'd get priority service and repair. They started installing the system around June 3rd. And had guys at my my house until after dark 2 nights. No care was taken to protect the hardwood floors from the mud, dirt, equipment or tools and no effort was made to clean up when they left. Had immediate problems and a new crew came back to finish 2 days later. This crew tore the install back out because it was installed wrong and reinstalled. Same as before I have to clean up the mess. Problem persists and they send a third guy out after I requested a manager. They had ducts half tied in, leaks everywhere which he remedied most and needed to return but never came back. Had another issue and called again but it was goi g to be 3 days without air so i fixed it my self by vacuuming trash out of the drain they supposedly cleaned. Unit stopped cooling again week ago Friday and was without air for most of a week which turned out to be a bad weld on the lines et that leaked all the freon. Now 2 days later I have yet another problem that the system will not cool properly and of course it will be next Wednesday before they can work me in. I have no confidence in their ability to remedy the problem completely. I feel they are trying to patch it together and make it run and that's not what I paid $10,000 for I paid for confidence, craftsmanship and quality. I have contacted the state HVAC inspector to come look and get an assessment of code issues violated for this install and have retained a lawyer at this point. I learned long ago to record the initial sales consultation to prove what was promised. Glad I did.

• Initial Complaint

  Date:07/15/2024

  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.

  Started having our HVAC poor through our attic into our bathroom. Our home warranty company sent out Epic Mechanical July 3rd. They told us that we could either pay several thousand out of pocket to repair the existing unit or have them do a new install (which we needed anyway). After asking them when they could do the install they said Monday July 8th and it would take until Tuesday the 9th. They didn't get started the 9th until noon, it was two guys working on it. They swapped out all the equipment and kept telling us we are almost done, almost done. It is now Monday the 15th and this system is not working properly, new system isn't cooling our house to the desired temperature. Their is still a lot of unfinished work as they said that they just want us to have air and they'll finish up the final details later. Wednesday night the 10th we had a visit from the fire department at 10 o'clock at night from a Carbon Monoxide leak which resulted in me, my wife and two small children in the hospital until 3:30 in the morning and had to stay in a hotel. The fireman said the entrance from our bedroom to the attic was the equivalent of breathing through a car exhaust. After all this and being off work, the job still isn't done. My walls which were freshly painted are torn up, my trim has gashes in it from them moving equipment. I have a whole in my ceiling that they cut without closing any doors so popcorn ceiling got in all the bedrooms, all over my kids beds, toys, floor, you name it. This whole process has been an absolute nightmare and I just want the job completely done and a properly working ac. I'm now out the cost of the hotel, hospital bills and a week of work. Not to mention my kids havent been sleeping due to the tempature.

  Customer Answer

  Date: 07/19/2024

   
  
  Better Business Bureau:
  
  
  
  I business in reference to complaint ID ******** has fixed the problem, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *************

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  installed new heat and air units on 8/9/2022.
  in contract they were to pay my $700 home warranty for the following year, they never did.
  Now the air conditioner will not work and I cannot reach them to honor the 10 year warranty they sold me.

  Business Response

  Date: 05/31/2024

  In regard to the complaint from ** ********, Our office line is available at ************ M-F from 0800-1600. To my knowledge we have not refused service of his parts and labor warranty and will be more than happy to send out a technician to service his unit. In regard to a promised payment to his home warranty company, we have not received any correspondence from ** ******** on this issue, but if such a payment was promised we would gladly rectify that issue. It is my hope that he will call and allow us to attempt to rectify his issues before giving negative reviews or alleging that we are not honoring our service agreement. We have technicians available M-F that we would be more than happy to send to service his unit, and he need but call us to get on the schedule.

  Thank you,
  

• Initial Complaint

  Date:02/07/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 business lied to me about the original issue. They came several times and sold me a heat pump a piece of equipment that I didn't need for my home it was $6800 and now I'm having issues with it since November 2023. They are now saying they will have to replace the unit and as of February 5, 2024, no one has contacted me regarding this ongoing issue. It still has a warranty, and I went all winter with equipment freezing up. Had this company did what they were originally supposed to do I wouldn't be dealing with these issues and out of unnecessary money. The main issue was the main breaker box on my house, and they lied and said if I bought the equipment, it would work, and it never did and I still had to pay someone else to fix the main breaker box.