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:07/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 13, 2025 I purchased a HVAC mini split heating and cooling system at the **** ***** store in ******** ** on *** ******. This system was suppose to have two condensers and three units which are locate in the day room, bedroom, and living room. Total Mechanical services then was contracted by **** ***** to complete the installation which occurred later the next couple of days. The service crew from TMS arrived around 0830 in the morning and had to make modifications to the original installation plans. The service technician determined only one condenser would be needed and it would be located to the rear of the home. The electrician then proceeded into my garage a drill through a wall which then was a mistake. They installed a junction box which was mounted at least five feet in height. The crew then proceeded to drill through the wall in my basement which they damaged my finished basement sheet rock and fire proofing sheet rock in my garage. They failed to seal any penetration's in the walls and or outside area penetration's. I have requested the holes be sealed on two separate occasions and it has fallen on deaf ears like most of the conversations with TMS. The HVAC system when first used did not work correctly in air condition mode and it was determined to be a bad actuator in the condenser unit. The part was ordered and when the technician arrived at my residence it was determined the part was the wrong one. I hear nothing further that day. I had sent a email to TMS stating I was very unhappy with the service and lack of communication and I also mentioned it probably would be easier to replace the condenser with a new unit. I am a public official in the town of Enfield and I reached out to my building permit office to see if any permits were pulled for the job and there were none until this weekend after it was mentioned to the administrative assistant at TMS. The communication to get my HVAC system has been very stressful.

  

  Business Response

  Date: 07/02/2025

  Since a *** complaint was also filed, this is the email sent to the customer from ******* ****** at TMS on 7/2:
  
  Good morning, I tried reaching you by phone earlier and left a voicemail. I wanted to personally connect to go over the concerns you outlined in your *** complaint. I understand how frustrating these types of issues can be, and I’d like to work with you toward a resolution. Below is a summary of the concerns and our responses so far: • Condenser Discrepancy Our contract records show only one condenser listed with TMS. If you have documentation that shows otherwise, please send it over so we can review it together. • Request for a New Condenser At this time, neither TMS nor the manufacturer offers a full replacement warranty under these circumstances. We are obligated to complete the repair, but we will do so thoroughly and professionally. • Parts Delay The necessary parts were ordered on 6/26 and are scheduled to arrive by 7/3. We have availability to install the part on Saturday, 7/5. Please let us know if that works for you. • Permit Filing Delay You are absolutely right—we did not pull the permit in a timely manner. That was an internal oversight, and we sincerely apologize for the inconvenience it caused. • Property Damage If you could please send us photos of the damage you’re referencing, we will review them promptly and determine next steps. • Pricing Breakdown The pricing breakdown is outlined in the contract you signed. If you need us to walk you through any of the details, we’re happy to do that. • Warranty Information We’ll send over a digital copy of your warranty documents via email shortly. • **** ***** Communication We followed up with **** *****, and they currently have no record of any communication or complaint on file. If you have any documentation or confirmation from them, please feel free to share it with us. I want to assure you that your concerns are being taken seriously. We’re committed to resolving this as smoothly and respectfully as possible. I look forward to hearing back from you.

  Customer Answer

  Date: 07/07/2025

  Please not TMS has responded back to my complaint and has come to my home and repaired the HVAC system quickly, and also made note of all the other complaint items noted and will be sending an outside contactor to repair the issues that were noted. I am satisficed now that I had a manager review and witness the issues that were noted. Thank you for your help with this matter.

  ***** ******

  Customer Answer

  Date: 07/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/12/2025

  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.

  Total Mechanical Systems sold us a new ******* brand Ductless mini split system in July of 2021 because they said the system we had could not be fixed and it was only 7 years old, but in the end we purchased a brand new ******* ductless mini split heating and cooling system from them. It was working great until two weeks ago. I had TMS come out to service the unit and diagnose the issue. After finding the problems they now tell me the unit they sold me is no longer being produced by ******* and they can't get parts to fix the issues. Furthermore, they can't replace the unit with the same one nor can they substitute it with a compatible unit for the heads we have. Because the damage was done by mice, the 10 year warranty is not valid, thus leaving us with no options but to sell us a whole new system. Customers should be able to have their units fixed or replaced with compatible parts. TMS says ******* stopped producing these units shortly after they sold it to us. I believe they knew about the systems being phased out and sold us the unit to get rid of their old inventory and we are left with a unit that is redundant. I don't believe they are being honest and seem to want to sell people expensive systems. They have not provided me with the photos they took of the damage and did not send me my receipt for the service I paid for that day, I have seen other reviews of similar issue with this company telling people they can't repair their unit but another company came and repaired it.
  The manufacturer (*******) will only deal with licensed companies so we are left with no recourse to fix our issue.

  

  Business Response

  Date: 05/12/2025

  Per tech on his visit:
  Customer stated the units are not working inside. Units are given code EC 56 meeting check outdoor units for code. Check the outdoor unit. Found coil to be damaged and mice inside the unit. Found multiple wires to be chewed and the main board to be bad. Called to try and find the parts that they cannot find. Will have to call tech-support to get an answer from the manufacturer. Also asked another supply house for a quote for a new outdoor unit but they could not locate a unit and give us a quote. Repairs would not give a proper operation after the repairs are done because we might find more problems after. Customer signed upfor our TMS club membership as well at this appointment.

  Per follow up from service manager:
  Spoke to ******* again for the 3rd time on 5/2 when they told me they can not get the wiring harness or a new outdoor unit. Service manager had called and spoken to the customer last friday to let them know she was still trying and would get back to her on Monday. ******* confirmed today (5/5) that no outdoor units are available either. Called customer back and tried to explain. She is furious that we sold her a unit that is meant to be outside and "we knew that the refrigerant was going to be discontinue " . Our service manager tried to explain that it's ******* that isn't able to get the equipement due to the non production of **** equipment . What was left was used until its gone. There are no more of this Model number available. She thinks we are a terrible company and she feels we should be warrantying this . She hung up on our service manager after stating she will never buy from us again.

  FINAL NOTE: Due to the discontinuation of the refrigerant as well as mice in the unit causing damage, both of which we have no control over, we have done all we can to this point to give the customer options for her system. Pictures of the mice nest in the unit attached.

  Customer Answer

  Date: 05/13/2025

  I read the response from Total Mechanical Systems. They put a professional spin on the events to make themselves sound like they did all they could however, this is the first time I have even seen the photos they took from the service call of the damage. They never provided me with anything concrete, even after asking for the photos a few times. Also, they did not give me any options at all over the phone when the service manager called me. It sounded like they were coming up with excuses. All they said was they called ******* and there was nothing else to be done. I still believe they have not resolved my issue satisfactorily. If you buy a car and it breaks and they have stopped manufacturing the car, does that mean you have to buy a new car?? It’s the same concept. After only 3.5 years owning the unit, you should still be able to repair it. There are after market parts available as well as replacement units.  I feel manipulated and I am not accepting their response. The women on the phone was rude and refused to accept any responsibility, so I did end the call by saying I was going to go else were if I had to purchase a whole new system, as I felt completely dissatisfied with their lack of service. 
  I am not sure what to do next. 
  

  Customer Answer

  Date: 05/13/2025

  
  
  Complaint: 23315016
  
  
  
  I am rejecting this response because:
  
  Date Sent: 5/13/2025 11:05:43 AM
  I read the response from Total Mechanical Systems. They put a professional spin on the events to make themselves sound like they did all they could however, this is the first time I have even seen the photos they took from the service call of the damage. They never provided me with anything concrete, even after asking for the photos a few times. Also, they did not give me any options at all over the phone when the service manager called me. It sounded like they were coming up with excuses. All they said was they called ******* and there was nothing else to be done. I still believe they have not resolved my issue satisfactorily. If you buy a car and it breaks and they have stopped manufacturing the car, does that mean you have to buy a new car?? It’s the same concept. After only 3.5 years owning the unit, you should still be able to repair it. There are after market parts available as well as replacement units.  I feel manipulated and I am not accepting their response. The women on the phone was rude and refused to accept any responsibility, so I did end the call by saying I was going to go else were if I had to purchase a whole new system, as I felt completely dissatisfied with their lack of service. 
  I am not sure what to do next. 
  
  Sincerely,
  
  
  
  ********* ******

  

  Business Response

  Date: 05/15/2025

  The US initiated the switch to ****** refrigerant in 2024, with a full transition and phase-out of R-**** by January 1, 2025,. This was mandated by the Environmental Protection Agency (EPA) to reduce the use of hydrofluorocarbons (HFCs). Manufacturers are now prohibited from producing equipment using R-**** after this date. While R-**** split systems can still be installed until January 1, 2026 Yes, it's true that *******, along with other HVAC manufacturers, is phasing out the use of R-**** refrigerant in new systems. The production of new R-**** systems was officially ended on January 1, 2025. While existing R-**** systems can still be serviced, new installations after 2025 will likely require systems designed for lower-GWP refrigerants like ****** or **** to meet environmental regulations. We are the service provided and at the mercy of the available equipment. We do not "stock" equipment and use our "old stock". This situation is out of our control with the mice damage that has ruined this customers system. ******* does not have anymore of this equipment as they stopped manufacturing them.

• 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.