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:06/07/2024

  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.

  The company has never finished the install of my HVAC. There was a leak (day 1 install) that was repaired (13.5 months later) but the system was not properly charged with refrigerant after the repair. The return air duct was installed poorly and is restricted. I have made many complaints and service techs confirmed... but no response from company.6-7-2024 I spoke with owner ***************************** and she would not help to finish the install properly.Now, 3 years later, I have to fight to get the job finished.I am concerned my HVAC system has damage due to running low on refrigerant for 3 years.I asked to have these concerns fixed but now I want a full refund due to breach of contract.

  

  Business Response

  Date: 06/08/2024

  We have thoroughly investigated the clients complaints and spoken with him in great length about it already. His complaint is a follow through on threats of, filing complaints and bad reviews to have the company foot the bill for repairing a unit that has been out of warranty for over 2 years. The customer was offered an extended warranty for FREE initially, he declined in lieu of a discounted price.
  A new ** install was COMPLETED per the terms of the contract over 3 years ago. 14 months later we found a pinhole leak in the condenser. It was repaired and recharged to manufacture specs., under warranty at NO cost to the customer, and running per specs., upon repair completion. The unit was inspected 2x since, on 12/1/22 & 5/6/23, refrigerant levels were recorded on both occasions, photos & video were taken. There was NO refrigerant loss during either visit & the unit was operating to manufacturer specs in both cooling & heating. Regarding the duct: Although it was inspected and is not restricted, we did NOT redesign any ducts. We have pre photos showing that duct in the exact position it is now, it is not restricted however we did NOT redesign ANY of the customers ducts. Regarding the
  service techs confirmed (re restricted ducts), we interviewed every technician who has visited the customer and all stated, thats not true, We told the customer wed review each techs notes, and he responded, well they didnt note it, it was just conversations we had on the side. Every tech stated, thats a lie. Bottom line: We honored the terms of our contract and warranties completely. The ** was installed per specification and had no refrigerant or airflow issues up to our last visit over 1 year ago. All warranties have expired, and weve fulfilled all obligations per the terms of the contract promised (as we always do and have). We wish him the best!

  Customer Answer

  Date: 06/10/2024

  All they had to do was re-route the return duct and charge my 410a system properly after they finally fixed the leak. I would have been happy.

  

  Business Response

  Date: 06/10/2024

  As initially stated:
  We have thoroughly investigated the clients complaints and spoken with him in great length about it already. His complaint is a follow through on threats of, filing complaints and bad reviews to have the company foot the bill for repairing a unit that has been out of warranty for over 2 years. The customer was offered an extended warranty for FREE initially, he declined in lieu of a discounted price.
  A new ** install was COMPLETED per the terms of the contract over 3 years ago. 14 months later we found a pinhole leak in the condenser. It was repaired and recharged to manufacture specs., under warranty at NO cost to the customer, and running per specs., upon repair completion. The unit was inspected 2x since, on 12/1/22 & 5/6/23, refrigerant levels were recorded on both occasions, photos & video were taken. There was NO refrigerant loss during either visit & the unit was operating to manufacturer specs in both cooling & heating. Regarding the duct: Although it was inspected and is not restricted, we did NOT redesign any ducts. We have pre photos showing that duct in the exact position it is now, it is not restricted however we did NOT redesign ANY of the customers ducts. Regarding the
  service techs confirmed (re restricted ducts), we interviewed every technician who has visited the customer and all stated, thats not true, We told the customer wed review each techs notes, and he responded, well they didnt note it, it was just conversations we had on the side. Every tech stated, thats a lie. Bottom line: We honored the terms of our contract and warranties completely. The ** was installed per specification and had no refrigerant or airflow issues up to our last visit over 1 year ago. All warranties have expired, and weve fulfilled all obligations per the terms of the contract promised (as we always do and have). We wish him the best!
  
  

• Initial Complaint

  Date:12/19/2023

  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.

  The HVAC system Magic Touch Mechanical installed stopped working anytime I switched between heating or cooling, until I'd reset power at the side of the house. I reported this to them on the first morning after they completed installation in April. This is one of several issues I've experienced with MTM, but also the most distressing and the sole focus of this complaint. In total, I asked MTM to fix this issue at least 14 times between April and December. They didn't always respond to my requests, even when I reported that neither heating nor cooling were working. They sent technicians out only five times, and they never fixed it. Recently, after waiting for a manager at MTM to call me and after contacting them two more times with no response, I paid another contractor to diagnose and fix the system, which they quickly accomplished on their first attempt. MTM's co-owner declined to reimburse my expense, stating that I'd refused to allow her technician to make the same repair during MTM's 5th visit out, but that isn't what happened. The technician mentioned a similar idea in passing as one of several more things he'd consider trying. He dismissed it when I asked if it would significantly decrease the system's efficiency. This was when he gave me a $446.80 estimate that Rick at the office had determined that they felt I should to pay to correct their own workmanship. MTM committed to providing labor coverage for 2 years, maintenance visits for 2 years (totaling 4 maintenance visits), and guaranteeing their workmanship, which includes how they wired the system, for 15 years. I've been beyond reasonable in giving MTM opportunities to correct this one issue. I've lost confidence in Magic Touch Mechanical. I'm asking for MTM to reimburse its advertised value of the extended labor warranty ($700 for year 2), the three remaining maintenance visits ($408 x 1.5) as well as the $269.50 I paid to another licensed contractor to repair MTM's work. This totals to $1,581.50.

  

  Business Response

  Date: 12/26/2023

  After investigating your false claims, I’ve come to the same conclusion as the AZ ROC who dismissed your complaint against us citing, “after investigating found nothing indicating grounds for discipline.” Since day one you’ve attempted to get money. You withheld money owed, demanded refund for $269, then $866 in ROC complaint, now $1581 in BBB complaint. You were asked MANY times NOT to change programming. You claim to know more than every technician & even the manufacturer themselves. You CREATED communication issues with your unit. You insist you know better than every experienced tech. You state the manufacturer’s own tech support recommendations, “didn’t hold any weight with you”. You INSISTED another manufacturer tech support rep come. We scheduled that 3 business days later, you cancelled it. Every tech took video SHOWING you had heat & cool when leaving. You again changed settings you were repeatedly told you were not supposed to after they left. You breached contract having the system rewired and in-fact lost functionality as a result. Again, after investigating your complaints, we conclude the same thing the AZ ROC did, “Although your complaint alleges a financial dispute with a licensed contractor, it alleges nothing indicating grounds for discipline”. Lastly, you were charged $0 for the services you keep asking a higher amount refund for – your latest “value” increased $715 in 2 days and like your story, changes depending on where you are filing your latest complaint.

  Customer Answer

  Date: 12/27/2023

  Upon reviewing your response, I noticed several inaccuracies that I would like to address.
  
  1. AZ ROC dismissed under A.R.S. § 32-1154(A). I hadn't realized their investigative scope was narrowly defined. Helpfully, in the same letter you quoted, the investigator suggests that I seek relief in another forum. Here we are.
  
  2. I paid immediately upon first request for all three installments (on 4/10, 4/14, and 4/20). This is clear from credit card statements. No withholding took place on my part.
  
  3. I used the Ecobee smart thermostat you sold me as a normal user. Furthermore, I changed no settings at any point between MTM's various troubleshooting visits in November and December. I never touched any of the wiring at all. If your technicians completed their visits with some notion that I was to blame, they would have documented each visit as such and you wouldn't have continued to come back out. Each invoice they provided me shows a different conclusion with no fix, and no blame on me.
  
  4. I was never shown any videos, nor was I aware that any were recorded. The techs did not demonstrate heating and cooling working normally before leaving. If they had done so, then I (and you) would have considered the installation repairs complete.
  
  5. It's true that my complaints have escalated in value. My last request directly to MTM was for reimbursement of the other contractor's efforts ($269.50) which resolved MTM's workmanship errors. I'd hoped for a reasonable resolution of that one item. When MTM's owner declined while also falsely accusing me of preventing MTM from repairing the system, I realized I couldn't trust its ethics and would not be able to rely upon MTM to fulfill the remaining contract items: extended labor warranty ($700), three remaining maintenance visits ($612), and workmanship guarantee (unknown value). Totaled up, this is the $1,581.50 I requested from MTM via the BBB.
  
  I believe these clarifications provide a more accurate representation of the situation.

  

  Business Response

  Date: 12/28/2023

  Your 2nd reply further corroborates our 1st response, using your own words & attachments. It demonstrates how you continue to manipulate words & make false statements. EX: You admit to making 3 payments. The contract terms were 2 payments NOT 3, yet you "made 3 payments". We had to chase down the WITHHELD balance due. The AZ ROC, “after investigating found nothing indicating grounds for discipline.” The investigator did NOT “suggest” you seek relief (another false statement). In the FORM LETTER the last sentence of the DISMISSAL FORM is: “Please understand that nothing in this letter is intended to prevent you from seeking relief in another forum.” – you state, “the investigator "suggested" it!“ Every tech confirmed settings were turned on that were previously off & that you stated, “had nothing to do with it”. You fail to address that you state the manufacturer's own tech support instructions “hold no weight with you” or that we scheduled them to come out at YOUR request. 2 technicians confirmed that you, “refused to let them reconfigure the thermostat settings” and “demanded tech support come” – which you put in writing matching their statements. We replied we were scheduling that. You paid another company to do EXACTLY what you refused our techs from doing, not similar, exact. You paid $0 for the services you request refund for. Refunds are for $ paid, you paid $0, they were FREE.You mention "ethics" - we're a BBB "Ethics Award" Winner & 2x Finalist with an A+ Rating for 27 years. You've demonstrated the opposite within your own contradictory words in this complaint. 

  Customer Answer

  Date: 01/04/2024

   BBB: Does this go back and forth forever? MTM seems intent on defaming me rather than shouldering responsibility.
  
  The three payments were due to MTM's errors in sales and invoicing. I explained to the installers that the amount they were asking was $900 short. They said they could only collect what they were instructed to and that the office would contact me if needed. 5 days later, the install lead left a nasty voicemail demanding payment and completing ignoring the initial 2 of my 14 requests to have heating fixed. I have all of this in my records. I'm sure you do, too. Please stop trying to make me look like the bad guy. I thought this was a forum for respectfully reaching resolutions.
  
  Yes, I asked you to bring a Bosch technician on my last 3 requests to you. It was what your tech told me he would do if his proposed fix failed. Except he came back two more times and didn't bring out a tech. So I asked MTM to do so, and you eventually indicated that you would work on scheduling it, but you didn't decide to do so until another company was at my home fixing your installation. I'd given up. It had been more than 8 months of me asking you to fix your install. How long would have been reasonable for me to wait? How many calls, emails, and texts?
  
  Also, you continue saying that I blocked your attempts to fix things. This couldn't possibly be further from reality. Please read the invoices your techs wrote up at each visit. Nowhere did I block them. On the maintenance visit the tech didn't verify heating and cooling worked, and on the repair visits that followed, the techs came up with a different diagnosis each time. Nothing describes the actual fix that the other contractor performed.
  
  I calculated the refund amount using your advertised pricing, which I uploaded with this complaint because you bundle pricing on the sale invoice. Furthermore, it doesn't say "INCLUDED FREE!" like some of the other items do like your "5-star Service Guarantee".

• Initial Complaint

  Date:08/29/2023

  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.

  I bought a Bosch **/Heating Unit from Magic Touch Mechanical in early 2021 and it included 4 visits of regular maintenance calls. After 9 Months I realized no one had called to schedule these visits. I called and found out I needed to call them, which I did, and the last one was 6/1/2023. At that point, I purchased an annual agreement for $408. Five weeks later (6/11/2023) my unit was not cooling properly; I called and was told it would take two days to get someone out. The technician came out and I was charged $404.97 to add 2 pounds of freon. Also, I asked about the surge protector (that the previous tech said needed to be replaced for over $400) and this technician said it did not need to be replaced. On 8/17/2023 the thermostat failed and the ** was not working at all. I called and was told they could have someone out 5 days later on Tuesday 8/22/2023. I explained that the unit was completely down and it was 111 degrees outside, and that waiting 5 days was unacceptable. I then called a different vendor and they sent someone out that same day to fix it. I requested a refund of my annual agreement from Magic Touch and a week later they refunded me $250, saying I saved $158 from the service call on 6/11/2023. Considering their lack of customer service for a customer who had a maintenance plan, I feel they still owe me the balance of $158.

  

  Business Response

  Date: 08/31/2023

  I'm very sorry our schedule was already filled when you called us after hours on the 17th. Please understand it doesn't happen very often, but there are times when many people schedule at once and our technicians are at full capacity from early morning until late at night. As the dispatcher told you, we secured you the first available appointment and were moving you up as we could. Our dispatcher was working on trying to squeeze your appointment in the following morning however you called in 1 hour after your initial call and told her you had another company on the way. She politely apologized and stated she was glad you found someone to come out that night. You requested a refund on the annual maintenance plan you purchased 2 months earlier for 2 units, we issued you a refund immediately as we understood your reasoning. Per the terms of the agreement we issued the refund less the $158 discount you were given as a benefit of being a member - as agreed. Again, I sincerely apologize we did not have a technician available the night you called, but please understand we simply had no appointments available that night! I'm sorry you construe that as horrible customer service. I sincerely wish you the best and am sorry we couldn't get to you that night.

  Customer Answer

  Date: 09/01/2023

  First off, my call on the 17th was not made in the after hours.  I made the call the early afternoon of Thursday August 17th, and after being told that I could not be scheduled until the following Tuesday but they might be able to squeeze me in on Monday, I told them this was unacceptable as the unit was totally down and it was 111 degrees outside.  So yes, I think the service from this company is lacking and I will NOT be recommending them to anyone in the future.  I did not expect them to do the right thing and refund me the total amount, but I wanted to let the BBB know the kind of company they are dealing with.  My other reviews will have the same Non Recommendation.

  

  Business Response

  Date: 09/01/2023

  2nd Response: Again, we're very sorry our schedule was completely full and we schedule calls on a first come - first serve basis as it's the only fair way to schedule. We are out here doing the best we can for over 1/4 century and this happens very rarely, but unfortunately it does happen that many people call at once needing service. Our technicians are only human and working in extreme temperatures and dangerous conditions - it's our responsibility to look after their well-being as well. Again, we're glad you were able to find someone who could come out an hour after you called us. Our industry is no different than many that have only so much capacity on any given day ... like calling your doctor and expecting to get an appointment (or more in line with our business, a house call), within a few hours. Many times we are able to, in fact most times, however sometimes that's just not possible. If you want to crucify us for being a busy company with thousands of clients who appreciate our services, we can't stop you. Thank you.

  Customer Answer

  Date: 09/20/2023

  No intent was made to "crucity" your company.  I simply think that 5 days to receive service when it is August and 111 degrees outside, and my unit is totally down is unacceptable. I was a relatively new customer, bought my unit from your company approximately 2 years earlier.  You can justify and make excuses all you want, but I will no longer be doing business with you and will definitely not be recommending your company to the people I know who are looking for new units or service on their current units. No further need to respond as far as I am concerned.

• Initial Complaint

  Date:08/26/2023

  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.

  Multiple issues with installation and company did not resolve them. They recently (8/4)/23) did their 1 yr system inspection and had sent a technician that was not familiar with AC systems but rather dealt with fireplaces. The technician did not address any of my concerns and said he would put notes in for everything to be reviewed. It's been 3 weeks and they have not reached out. Today my AC unit failed and we cannot get help with the unit. It's 110 outside right now and my home is heating up. Their answering service said they could not get anyone out until Tuesday. This is just a short synopsis of all the issues I've had but there are actually many more. I had to go down to the office just to get them to replace an oversized breaker they installed.

  

  Business Response

  Date: 08/31/2023

  While we do not agree with some of the statements at the beginning of this complaint, we do agree with the resolution requested for the issue at hand "repair". Upon review of the data logs of the unit, it was only cooling the home down to 82 degrees as a result of a faulty temperature sensor (a factory installed part inside the unit). As per the terms of our contract, we provided a no charge diagnosis, identified the issue, ordered the part from the manufacturer, picked up the part from the manufacturer, returned and replaced the faulty part, and tested the unit for proper operation. The equipment is operating at manufacturer specifications once again and there was no charge to the customer per the terms of our parts and labor warranty. The customer requested "repair" as a resolution and the repair was completed. We consider this matter resolved. Thank you. 

• Initial Complaint

  Date:05/24/2023

  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.

  Our heat pump that Magic Touch Mechanical installed just over 2 years ago quit working in early January 2023. We have called several times to get it repaired. Technicians have been our several times to look at it, but it still has not been fixed. The unit is under warranty and we have not been charged for any service fees, but it seems that Magic Touch is not in any hurry to solve the problem. It has been 5 months since we first contacted the company, and we still do not have a working heat pump. When I call to get an update on the problem I never get a definite answer. Sometimes I do not hear from them for several weeks. Usually I have to call in order to get them to answer. I have sent emails to the manufacture of the unit and have been told that the parts are under warranty and that the parts are readily available, so it seems that the delay is not because they can not get parts. I am not told why they can not get it fixed. I would like to get this resolved. I think the best solution is to replace the old unit with a new one.

  

  Business Response

  Date: 05/29/2023

  We're saddened that you filed this complaint that will stay on our record for 3 years while we were working diligently to get the manufacturer to replace your unit with a brand new one. As you know we've been working directly with the manufacturer and their technical support team to make the repairs they required. After their last attempt the owner of the company called the manufacturer directly and insisted they provide a new unit as they couldn't provide a working repair. Several people on the team have all been working very hard and have put in many hours to get you a new unit, and as you know we were successful in getting that approved. It was no easy task as they are not required to provide a new unit. We did not want them to keep providing you the "available parts" - we wanted them to give you a new unit so it wouldn't happen again. We were saddened when we saw your complaint as it was about 30 minutes after we FINALLY got approval. We're eating all the labor costs involved in getting you that new unit, we didn't manufacture the unit, nor cause the failures, so it's unfortunate we're taking the hit to our reputation with this complaint. 

  Customer Answer

  Date: 05/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:09/20/2022

  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.

  Purchased a central air conditioner unit from Magic Touch Mechanical August 29, 2020. Also had flexible duct system replaced; 2 new supply ducts installed - second and third bedroom. Return ducts enlarged in both rooms. Air conditioner unit was a Bosch, cost $9,490 installed. Total cost entire job - $15,241.42 including an extended labor warranty - $950 and extended maintenance plan -$1,020. They stated the Bosch units performed incredibly well; no problems. February 3, 2021 during the bi-annual maintenance, I was informed the inner coils needed to be cleaned, the cost - $319.14. I never had that requirement on previous units - Carrier and Rheem. Lived in this home for 36 years. Several months later, a new technician reviewing the pictures questioned whether the inner coil needed cleaning stating the previous rep was no longer employed by the firm. May, 2022, the A/C unit was not maintaining the cool temperatures in the home. Tuesday, May 17, 2022, the technicians pressurized the system twice and could not identify any leaks. They stated the unit had to be under refrigerated at the factory. Charged $1,195.06 -replace the refrigerant. Inquired if they ever experienced Bosch unit under refrigerated from factory, they stated no. September 2, 2022, again noticed central A/C unit not holding the temps down, again called Magic Touch Mechanical. Technician that morning stated the A/C unit was low in refrigerant but could not identify the source of the leak. The invoices provided reflected a refrigerant recharge for $473.97, the nitrogen pressure test was $385.00. My credit card charged for 1/2 the pressure test - $192.50 and additional $37.50. Called Magic Touch Mechanical Monday, Sept 19th. Technician stated the leak was in the inner coil and presented me an invoice for $2,233.97. Credit card charged $192.50 and $1,117 (1/2 refrigerant). Two year old Bosch A/C has cost me $4,133.17 including $3,429.03 in refrigerant the last 4 mos.

  

  Business Response

  Date: 09/27/2022

  Hello, I've reviewed the service history of your equipment, photo's, and instrument readings. I've advised my team to schedule an on-site inspection with the manufacturer representative as this is a packaged rooftop heat pump that is factory charged. The manufacturer rep is the only one who can make the determination of either repairing or replacing the equipment. Please be advised, per the terms of the manufacturer warranty, they do not cover the cost of "refrigerant" (item 14) nor do they cover the cost of any leak search or pressure tests. Specifically your Bosch Manufacturer warranty states  "ITEMS/LABOR NOT COVERED: **** limited warranty does not cover the following circumstances: 14. Refrigerant" We certainly are not pleased when a 2 year old unit suffers a failure like this and share your frustration - please understand we are the installing service provider but do not manufacture the equipment or have control over what items they cover or exclude from their warranty. We've made the manufacturer aware of this issue and are working to schedule an inspection from the manufacturer themselves. We appreciate your business and are working diligently to get a final resolution from the manufacturer for you.

• Initial Complaint

  Date:08/30/2022

  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.

  My family and I purchased a new Air Conditioner, totaling over $10,000 in May of 2022. I'm writing now, almost September, because we still do not have a working ** unit. We're told we were Priority and they would fix the issue as soon as they have the parts needed. Well that took over a month, during which they finally gave us a portable ** unit, for a two story home, we purchased another two. So we're now paying almost $500 in electricity just to keep our home livable. I've emailed them numerous times and I get generic responses. We were supposed to be all fixed yesterday, but the technician found a broken piece that's necessary to the *** (which either the same technician didn't find before or what really looks like, he broke.) Now we're still stuck with our broken new ** and they're not responding. Our technician said that he wasn't getting paid for this work so he'll have to wait for another week to get back to us! We've been without ** for months! How is this even legal? We're in limbo and it's hot. I have elderly, children and animals,- Magic Touch doesn't care! They just took our money and left us with a broken ** and horrible service. If I could get a refund, they could take the ** back, I would be happy. The same technician also caused damage to our hallway wall, and didn't offer to fix it, even though the "owner," said on ****** reviews, that they would. They haven't done anything, or even responded. If this was something I could call the police, I would, because what they're doing is so wrong. What can I do?

  

  Business Response

  Date: 09/06/2022

  Two months after we installed a new unit in the complainants mothers home, we received a service call stating the system wasnt cooling. The technician found an unrepairable refrigerant leak in the indoor coil. The coil was ordered the same day the manufacturer stated it was on backorder. We provided a portable air conditioner as a courtesy to cool the area not being cooled by the homes other AC unit. Our clients daughter has made many rude calls, emails, and written bad reviews for something we have ZERO control of (the manufacturer does not have the part in stock). When explaining to our clients daughter we empathize with her but had no control over global supply chain issues & shortages, she berated every person she spoke with and again in public reviews & complaints. When the part finally arrived, the technician found the connected drain pan was cracked underneath on the back side and could not be installed. Again, the part was ordered the same day. As I write this response, the repair is scheduled for tomorrow. The customer was called and informed the part was expected today and offered next day service. I went as far as explaining my own mother was waiting over a month for a part and there wasnt even anything I could do for my own mother (my own mother is still waiting)! While we completely understand her frustration and explained were equally frustrated by 2 years of supply chain issues and shortages, making us the whipping post doesnt help the part to arrive quicker.