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:03/24/2025

  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.

  TMS came to my home for no heat or hot water on 3/17/25. The tech was communicating by phone with the company that made our heating system. He said we needed what is called a mother board charging us $99.00 service call and part totaling $849.00. Still not working. Now we need another part needing to be ordered. The tech said he would call the next day when the part comes in. We had no return phone calls. I called TMS several times for them to say, the HVAC manager was in meetings and unavailable. I called 3/21/25 to get an update on the part., the call service was on the way to our home. The Tech came installed the display panel costing us $260.00. He started the system now another part was smoking and he said that need to be replaced and would be another $650.00. Our question was is the system going to work after this and he wasn’t sure. Now we had a consultation for a new install cost would be 18,000 and this would be the only way to get our money back for the parts and labor already spent. Needless to say we we didn’t get our money back and called someone else only costing 7,500.00 for a new system. Mean while we were freezing for a week no heat or hot water

  Business Response

  Date: 03/27/2025

  Called on 3/17/25 Complaint : Notes: Customer noticed there was no hot water last night, last few days it have been taking a long time to heat up, husband tried to restart but nothing happened, screen is just flashing no error code Tech summary : 3/18/2025 HTP Control Board Model: ********* Serial: ************** This was a lesson of trial and error regarding the issues I found. Right from the get go I knew the control board was bad based off of the display flickering on and off. Confirmed with HTP tech support and went and acquired new board model number. Customer agreed to replacement. Acquired new board and swapped. Once replaced I tested unit and immediately the boards 10 Amp Fuse popped. Garnering more details from tech support that they failed to mention the first time is that if the display is flickering, best practice is to replace both the display and board altogether. Display is being shipped to shop next day , followed up on where the part was from supply house since we didn’t receive it overnighted. They tracked and said it will be to us tomorrow. 3/21/25 Received Display and returned to customer. Control boiler display was replaced and allowed the system to run past its initial 5 seconds after startup and no longer popped the fuse. Now that the system is fully operational a new problem has shown itself now that it is running. Smoke and burning smell began to start coming from the electrical box of the internal circuit motor. Removing the cover I found a lot of moisture inside the box. I attempted to dry it out and restart the system but this did not prove to alleviate anything. The moisture inside of the electrical box for the circuit seems to have been there for quite some time given the corrosion inside. The circulator is now the next thing that needs to be swapped. Advised Customer should now consider a new system at this time given I can’t guarantee that another component may go bad after we replace the circulator. Customer approve for a comfort advisor to come out to give an estimate on repair vs replacement. 

• Initial Complaint

  Date:03/24/2025

  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.

  I'm 89 years old. Approximately 3-5 years ago, TMS aggressively upsold me on a fancy expensive new wall mounted furnace/boiler to replace my old furnace, which had worked for 10-20 years with no issues. Since day one, the new furnace randomly stops working, dangerous when it's below freezing outside (twice in the last two weeks alone). They make me pay every time to have someone come out to "fix" it. It's been at least 10 times (and multiple times my son has had to come reset it) and they keep denying that the thing is an overpriced dud. There's such high employee turnover, I never get the same person twice to try to convey the saga. Sometimes they're even blaming the water which was never an issue for the old furnace, and isn't one for all the local residents on the same water. I've now had to move to assisted living and I'm trying to sell the house, so on top of all the money I've already wasted on this, I won't be able to charge full price to any buyers, as any new owner have to replace it. I feel that they are specifically targeting vulnerable senior citizens and just hoping we die before we can get any money or replacements out of them.

  Business Response

  Date: 03/25/2025

  Hello - we have spoken with ******* son ****** who has received all information, taken care of outstanding payments, and is handling everything needed on her behalf. Thank you.

• Initial Complaint

  Date:02/18/2025

  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 am filing a complaint against TMS for improperly installing a heat pump, causing property damage, and failing to compensate for the resulting issues. On June 6, TMS installed a heat pump incorrectly, causing water damage to my walls, closet, and flooring. After months of back-and-forth communication, the company finally reinstalled a new heat pump in my attic, but the damage to my property had already been done. I had to file a homeowners insurance claim to cover repairs, hotel stay, and other expenses. However, my insurance company is now pursuing reimbursement from TMS’s insurance, including my deductible. In winter, TMS’s incorrect wiring prevented my boiler from turning on, overworking my new heat pump. This placed undue stress on the unit. It took an additional 3-4 visits from TMS to properly install the thermostat. Afterward, my boiler heated my home except for the master bedroom. When I brought this to TMS's attention, I was given a quote exceeding $1,600 by their service member to fix the issue and was told they would not be the right company to resolve it. During their last visit, they installed a third thermostat and fixed a fuse they had damaged on their previous visit. I had to call another company the same day to fix my boiler, and they confirmed that the quoted repairs were unnecessary. The issue was purely due to incorrect wiring and thermostat installation by TMS. The impact of their negligence includes: Unnecessary Stress on My New Heat Pump: TMS’s faulty installation overworked my heat pump, risking damage. I request a credit to compensate for this. Personal and Financial Disruptions: I was displaced from my home for an extended period and had to rely on my homeowners insurance to cover my living expenses. Emotional and Physical Distress: The situation has caused considerable stress for me, my wife, and my dog due to the ongoing inconvenience and disruption to our daily lives.

  Business Response

  Date: 03/03/2025

  After the installation. The unit in the attic leaked out of the pan. The customer did not notice for a prolonged period. When he did, we arrived within 24 hrs.
  

  We arrived and accessed the damage and equipment. Unit was adjusted and customer was made aware we would have a carpenter return and our team for re-check and preform adjustments if needed. Unit was accessed and fittings replaced or adjusted and equipment re-pitched.
  

  We arranged for a carpenter to go out and have a plan to repair. Customer did not want to have the carpenter do any repairs. He was getting 2nd opinions and was planning on remodeling and was using this as an opportunity to get additional items done.

  Customer had the Air Handler replaced even though it was functioning properly and fan just needed to be run to dry out the insulation on the unit. Customer was stating there would be air quality issues, so we changed out the unit at no charge to the customer.

  Customer called in several times asking for different managers to get reimbursed up to $8,000.00.

  When we stated that was not an option he refused the carpenters repairs and the unit was replaced and he was made whole, he continued to try and get items for free.

  In December customer called to get boiler repairs done for free. Expressed we would not work on the boiler as it was seeming we were not a good fit for him and could not reach his expectations. Customer agreed. Weeks later called in again and was asking for another refund of $1000-2000. Customer was informed we have made him whole.
  
  He then filled this complaint. 

• Initial Complaint

  Date:12/03/2024

  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.

  TMS was contacted as a second opinion service to determine if our broken boiler system could be repaired or needed full replacement. TMS charged $179 to schedule an appointment for this evaluation. TMS technician arrived on 10/22/24 and requested extra $247 for an “extended diagnostic”. Later on 10/22/24, I was informed that the system needed "cleaning and flush" in order to return to working order. I specifically asked if the system could be repaired or would need replacement. The tech informed me that the boiler can be repaired and the cost for repair was $2700, which I verbally approved. I received no verbal or written disclaimers or explanations that TMS would charge me $2700 for service whether they could or could not repair. No documents or disclaimers were ever presented for review or signature. On 10/24/24, the TMS team arrived to repair and told me that they were not able to repair and would have to replace the boiler at a much higher cost, for which I would need another inspection and appraisal on a separate date. I was then informed that I would be billed $2700 for the failed repair and that would be credited toward a replacement, effectively creating a “bait and switch” and forcing us to use Total Mechanical Systems. TMS.denied my refund request. In my credit card dispute, TMS supplied Capital One with a fraudulent document for "service acceptance" with a forged signature in my name. In summary, TMS charged us $453 to determine whether the boiler could be repaired or need total replacement. They determined that it could be repaired for $2700. After providing a failed service to return the system to working order, they still charged us for their failed service and tried to entrap us into using them as contractor for the more expensive boiler replacement. They forged my signature on the acceptance of services letters, which I never received. We paid another company $14,000 to have the boiler system replaced.

  Business Response

  Date: 12/03/2024

  Our tech first went out on 10/22 to diagnose the system - $179 is our standard service fee which includes the first hour of diagnostics.Due to needing to spend an extended period of time inspecting all components of the boiler, the extended diagnostic was charged. Per the tech's notes from the first appointment, he checked the boiler and found it to lock out on high limit. He checked the circulators and found the boiler circulator not running.He inspected the wiring and found wires pulled out of the boiler by previous technicians (another company) and installed wires back to the boiler. The tech tested the boiler again and it still tripped on high limit. The tech suspected the heat exchanger might be clogged inside. He inspected the chamber and found a lot of buildup and found the igniter and sensor to be really corroded. The tech informed the customer and quoted for a flush of the system and a maintenance kit to be cleaned. The customer approved.
  The tech then informed the office to call customer to collect service fee for that day and half of the quote for a deposit. The tech informed the customer that this will not guarantee the operation of the unit properly after the work is done due to system being old.

  On 10/30/24, the tech returned to the customer's home to perform the approved work. He cleaned inside the heat exchanger and replaced the sensor, igniter, firewall, and gaskets. He also chemically flushed the heat exchanger. At the previous appointment as well as on this day, it was explained by the tech that we are unable to guarantee the system would work after repairs were completed. The tech then found the unit still clogged and having restriction. The tech at this time uggested for a comfort advisor to come out and explained that if the customer accepts a quote from TMS, that they will receive the credit towards the new unit. The customer declined a comfort advisor and was aware that the repairs might not worked. The tech performed all work from the quote and could not get the system to work after spending a total of more than 8 hours working on the system.

  It was made very clear to this customer at both appointments that the repairs may not fix the system due to age and issues and the customer declined getting a quote for a new system and wanted to just try the repairs. There is no bait and switch as the technician worked hard for over 8 hours trying to assist and get the system running. Clearly the customer needed a new system as they went to another company and did just that. We could have helped with the same thing and put all pricing from the repairs towards the new system so they would not have paid for the repairs AND a new system, all the repair costs would have been applied. Our tech did everything he could to get the system up and running and when he couldn't, offered to have a comfort advisor come out as a next step. This is standard procedure when we are trying to help out customers and get them a working, safe system in their home. It's unfortunate the customer does not understand and see it this way, but we stand by our tech and the hours he put in trying to help and the cost and value that is associated with his time and expertise.

• Initial Complaint

  Date:11/26/2024

  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.

  They refuse to send us an itemized bill. I was billed by 2 companies for a cap for my chimney. This company charged us for the cap - but they had to have another company ******** ******* install the cap. We paid both companies for the cap. We want to be reimbursed by Total Mechanic Systems for a part they did not supply or install or the cap itself. We also want an itemized bill for the furnace and chimney liner, cap and lightning protector.

  Business Response

  Date: 11/26/2024

  We have sent the customer over their proposal and informed him we do not break down labor cost and materials used during our install. As far as the chimney cap, we have spoken to ******** and informed them that we will be picking up the cap and delivering it to him. We have also requested Accounting to provide the invoice. Thank you.

  Customer Answer

  Date: 12/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: as of Dec 2 I have received nothing from the company 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/14/2024

  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.

  It has been more than a month, in the middle of cold weather, experts and Town Inspector recommended that our furnace be shut off for safety reasons. So, we have been depending on space heaters. In 2021, we purchased an HVAC system from **** ***** for the amount of $16,000. **** ***** contracted with Total Mechanical LLC (TMS) to install the system. Immediately after the system was installed, the Local Fire Department arrived to our home in an emergency with several fire truck. They immediately ordered all four of us out of the house due to carbon monoxide. Reason, the furnace was installed backwards. The fire department shuts the furnace off. The next day, TMS came to the house to literally put some band aids on. Since, furnaces are used seasonally, the problem never subsided. For each occurrence of problems, TMS applied some band aid over the deep wound without correcting the root cause of the problem. This year, when the problem re-surfaced, TMS didn’t come. So, because my husband and I both have medical issues, he paid some else to check the furnace. At that point, **** ***** and TMS seized the opportunity to claim that since someone else touched the furnace, the warranty is nullified. However, they could gift us a space heater for $50. In addition, they offered to reimburse the money that we paid to diagnose the problem. So, despite spending $16,000 , we are freezing in our home.

  Business Response

  Date: 12/31/2024

  We reached out to the customer on 12/17 and left a message to discuss and gather more information.

• Initial Complaint

  Date:11/05/2024

  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.

  In 2023 we selected TMS to install split head AC units in our house For the past year we have had ongoing issues with one of the compressors Throughout the summer of 2024 we have had multiple (5+) visits from Various technicians or warranty experts. All of which had varying degrees of resolution, none of which worked We now have reached the point where we have no heat from these units, moving into November and after the technician left today (11/4) after identifying another issue, were told they cannot get out for a repair for another 3 weeks. At this stage I feel TMS is not acting in my best interest and that we have been more than patient in waiting for their team to resolve this.

  Business Response

  Date: 11/19/2024

  We were out on 11/11/24 and have ordered a replacement head for the system. Our service dept will be in touch as soon as this comes in to schedule the replacement.

  Customer Answer

  Date: 01/24/2025

  At this time even after multiple repairs and conversations I do not feel that an appropriate resolution has been achieved between myself and Total mechanical, and at this stage their customer support have advised they will do nothing further to try and resolve my concern 

   

  Customer Answer

  Date: 01/24/2025

  At this time even after multiple repairs and conversations I do not feel that an appropriate resolution has been achieved between myself and Total mechanical, and at this stage their customer support have advised they will do nothing further to try and resolve my concern 

   

• Initial Complaint

  Date:06/25/2024

  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.

  July 2023 my central AC unit started making noise. Total Mechanical Systems came out and said my system was over 30 years old and needed to be replaced. Hot water heater was working fine, but also old and would be cheaper to be replaced all at once. I told them the most important thing was energy efficiency because my electric bills were too high. They explained the new heat pump heat and ac unit is the most fuel efficient and I would save money on my utility bills so I agreed to spend $18,024.15 for the ac/heat and hot water heater. My electric usage has gone through the roof on both heating and cooling since they installed the system and its first winter I woke up to 34 degrees because the system completely failed. They sent someone that day who told me the motherboard was bad and it was wired incorrectly. He changed some wires, did not address the motherboard and I had heat again. Next bill, my gas and electric were both higher than normal. Fast forward to June of this year, system cooling completely failed. It was 86.4 degrees in here and I have 2 chinchillas that cannot tolerate high temps. Again they came out. Told me the motherboard was fine. They could not send that back to the company as they would lose money if nothing was wrong with it and he could not understand why I even have a motherboard when I only have one zone in my little condo. They fixed the ac on Friday but said they could not test the heat until winter so I do not even know what the next winter will bring. Come to find out, my electric and gas usage is not only NOT efficient here in my 1244 sq. home but 3x higher than my son's house which is 3x bigger. Today I woke up to luke warm water. Again the brand new hot water heater they installed less than a year ago ** * ***** ** **** since my 13 year system NEVER had a problem. They agreed to come out tomorrow, 6/25/24 and charge me $99 and let me know IF it is a warranty part., they will replace that under warranty.

  Business Response

  Date: 06/25/2024

  We did go out to the customer's home on 6/25 to diagnose the water heater issue which the temperature setting was on very low, so we adjusted accordingly. We also shared the system/usage feedback with our Service Manager who will review and be in touch. 

• Initial Complaint

  Date:05/23/2024

  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.

  I had a heat pump system installed on 1/31/24 it was installed improperly. The unit freezes up completely. It has an oil leak and compressor is damaged. I have lost complete trust and faith in the company and want a refund so I can get it replaced by another company. I have been calling and leaving emails to resolve this problem, but they are only willing to further troubleshoot my issue. Every time they have come out to trouble shoot the problem they have made it catastrophically worse.

  Business Response

  Date: 05/24/2024

  We have an appointment scheduled for 5/24 for our technicians to diagnose/treat any issues the system is experiencing.

• Initial Complaint

  Date:02/21/2024

  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.

  I contacted total mechanical Systems trough **** *****, a guy came and explained how the systems work he recommended 3 systems total. One downstairs and 2 upstairs( when he noticed that we did not have heat what so ever upstairs) I then called to say if one is enough for downstairs one should be enough for upstairs as well. I asked him if I needed better insulation or anything for the systems to work better and he stared no that the systems made sure they pulled and pushes the hot or cold air from anywhere. He stated I would pay them with our gas savings now I have both gas and a high electricity bill. I call to cancel because I had a friend pass away I called and jeniffer screamed, threatened and bullied me into keeping the systems. She started they would take the permit and the warranty. So they proceeded with installation. Since I didn’t want to start the permit provess and we needed the heat. I called the next day to close permit but they told me they didn’t start it. I called Jennifer and she said there was a check issue. The permit wasn’t paid or started till after the installation well after a whole month. The systems do no lt heat up my house. I have a 2 year old running around a cold house and I have to use my furnance. I tried asking them to take the systems back or give me another discount based on the permit and the lies the salesman told us. If it was stated from the beginning that the walls were going to be an issue I would not have gotten anything. I feel like the soul purpose of Jennifer and the sales man was to get their commission with out providing accurate information. They told me they would work something out with me but they haven’t all they did was re send the check for the permit.

  Business Response

  Date: 02/21/2024

  Hello-  the sales representative recommended the best system for the customer's home based on heating needs. Iris called the day of the install to cancel and Jennifer had asked for reasoning which Iris said was becuase she could not afford it at which time Jennifer even lessened the scope of work. Iris then said her FATHER passed away, not a friend, and Jennifer provided her condolences. At no point did she scream at or bully the customer - Iris has already left numerous reviews, angry social media postings, comments on social media photos having nothing to do with her individual issue (essentially spamming/harassing our company), and bad ratings and each time, Iris' comments escalate to a new, further untrue level. Our company did everything we were supposed to and unfortunately, now, it just seems like the issue is the customer says they can't afford it after the system has already been fully installed. Our Service Manager is handling all further communication. Thank you.