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:05/29/2025

  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.

  I have been trying to cancel the existing service contract and requested cancellation on 5/4/25. Nobody calls back, nobody explains anything. Today is 5/29/25.This company does not care about small customers, especially seniors. We are cancelling the contract because the new AC they have installed stopped working immediately. They were fixing it just so the initial warranty would expire.After that they found the problem and wanted $2,000.00 for work on a really new, only 1.5-year AC.We found a different company to help us out and would like to cancel our Service Contract. No response from ECM.contract #L0015541

  

  Business Response

  Date: 06/14/2025

  We are very sorry to hear of this customers experience and regret any frustration caused. While we are unsure why there was a delay in processing the cancellation request, we can confirm that the customer has since received a full credit of $269.64 for the cancelled service contract.
  Regarding the air conditioning system, it was installed on 8/21/2023 and is covered under a 10-year manufacturers limited parts warranty. At the time of installation, ECM also provided a 1-year labor warranty, which expired on 8/21/2024.
  We understand the disappointment in having an issue with a relatively new system and are sorry the customer chose to seek assistance elsewhere. We appreciate the opportunity we had to serve her and wish her the very best moving forward.

  

  Business Response

  Date: 06/14/2025

  We are very sorry to hear of this customers experience and regret any frustration caused. While we are unsure why there was a delay in processing the cancellation request, we can confirm that the customer has since received a full credit of $269.64 for the cancelled service contract.
  Regarding the air conditioning system, it was installed on 8/21/2023 and is covered under a 10-year manufacturers limited parts warranty. At the time of installation, ECM also provided a 1-year labor warranty, which expired on 8/21/2024.
  We understand the disappointment in having an issue with a relatively new system and are sorry the customer chose to seek assistance elsewhere. We appreciate the opportunity we had to serve her and wish her the very best moving forward.

   

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23392453
  
  I am rejecting this response because:  I have never received a credit. 

  False statement from the company:  "we can confirm that the customer has since received a full credit of $269.64 for the cancelled service contract."

  Please provide the date of credit and how you credited it and to whom.

  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 06/18/2025

  A full refund in the amount of $269.64 was processed on May 30, 2025, to the customers credit card ending in 1042.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23392453
  
  I am rejecting this response because:   I still do not see anything in my account.   Please check again.    
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 06/18/2025

  Thank you.  I have found the refund.

  It should be an easier way to communicate with company 

  Tattana Frost

• Initial Complaint

  Date:05/08/2025

  Type:Order 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 Oct 21, 2024, I signed a $15,690 contract with ECM for full HVAC replacement, including ductwork and exhaust fans. While the A/C and ductwork were installed quickly, a hole was left in the ceiling for months awaiting the exhaust fans, exposing the space to debris and contaminants. The fans were installed on Feb 11, 2025, after multiple delays, missed or incorrect appointments, and unresponsiveness. On April 7, 2025, the project failed inspection which I learned about only through the city inspector's email and had to initiate follow-up with the company to schedule fixes.Throughout this entire process, I have attempted to reach ECM multiple times by phone, text, and email to resolve issues. My calls, messages, and emails have been ignored or returned with vague promises of follow-up that never came. I requested a renegotiation of the contract price due to ongoing delays, a failed inspection, poor service quality, and the most recent missed technician appointment scheduled for May 7, 2025, which was completely unattended without any prior notice. In response, ECM offered a $100 gift card to Publix, two years of free labor for service calls (valued at ~$500), and three tune-ups (valued at ~$240). Given the extent of delays, inspection failure, time lost, and lack of professionalism, I found this offer inadequate and rejected it.ECM has shown no flexibility to renegotiate the price. Ive put a hold on further work while reviewing legal options.Desired Resolution:- A written renegotiation of the total contract price to a fair amount, reflective of the delays and issues.- An immediate plan to correct all inspection violations and complete work per code with proper communication and written warranty details.- Coordination with Service Finance to update or cancel the current financing agreement under fair terms.

  

  Business Response

  Date: 05/15/2025

  We appreciate the opportunity to respond to the customers concerns.
  On October 19, 2024, ECM installed a new Lennox 3-ton air conditioning system and replaced the complete ductwork at the customers residence. Since installation, the system has operated within manufacturer specifications, and no issues have been reported with the equipment or the ductwork itself.
  The outstanding matter pertains to the installation of two exhaust fans (for the master and half bathrooms respectively), which, unbeknownst to us, were not completed at the time of the original **** installation.
  An ECM electrician was dispatched during the initial installation to complete the high voltage wiring for the master bathroom fan. The half-bathroom already had an existing fan and required no additional wiring. Unfortunately, our internal records incorrectly indicated that both fans had been installed by the **** installation team, so we were unaware they remained outstanding.
  It wasnt until December 30, 2024over two months laterthat this was brought to our attention when the customer contacted our office to inquire about the fan installation. Due to internal miscommunication with the customer, the installation was delayed further and not completed until February 11, 2025. We acknowledge this failure; and by copy of this response, we again sincerely apologize to the customer for the delay and miscommunication.
  This brings us to April 7, 2025, when a city inspection was conducted on the installation. As the customer is aware, ********************** needs to return to the customers home to make noted corrections by the inspector. Initially, corrections were scheduled for May 5, 2025. However, prior to that date, we received an email from the customer requesting that the final contract amount be formally renegotiated before work resumed.
   Based on this message, our office believed that the customer was withholding access to complete the corrections until a resolution regarding pricing was agreed upon. However, when ECM contacted the customer on May 5, 2025, to address her concerns in her email, she indicated that she had expected the correction work to be completed that day and would have been available had our technician arrived as scheduled.
  Upon learning this,we immediately offered to dispatch a technician that same day. However, the customer informed us that she was unavailable due to work obligations. We also attempted to reschedule for another date, but the customer subsequently placed the job on hold pending our response to her requested resolution for a $5,130 reduction from the original contract price.
  While we understand her frustration, ECM does not renegotiate contract pricing once work has been completed, and the system is fully installed and operational.
  That said, as a gesture of goodwill in light of the delays and miscommunication, ECM offered the following:
  Two years of complimentary labor coverage for service calls through October 19, 2027 (estimated value: $500),
  Two complimentary maintenance tune-*** (estimated value: $160),
  A $100 Publix gift card.
  Additionally, we understand that the customer is requesting that ********************** cancel or modify her financing agreement. However, please be advised that ECM is not a party to the financing contract with Service Finance. Any changes to the loan terms or status must be handled directly between the customer and her financing provider.
  Lastly, as she requested and for your review, we have attached:
  A copy of the required correction plan to satisfy all permit and inspection requirements,
  A copy of the warranty terms printed on the back of the customers signed proposal,
  The manufacturers limited parts warranty for the installed equipment.
  While we regret the inconvenience this customer experienced, ********************** remains committed to completing the remaining corrections in compliance with all applicable codes. However, no further concessions or changes to the contract amount will be made.

• Initial Complaint

  Date:04/23/2025

  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.

  I have an *** contract, and every time they come to do something, I have problems that were not there before. I had lots of issues, so I used tune-**** and I stopped them because it was a nightmare every time they did one. I'm ready to cancel because of the issue that occurred after they cleaned the drainage. Just like every other visit, the A/C was fine without problems. The motor had to be ***laced and was under warranty, but I had to pay to install it, $345. Funny, I bought that A/C from you, yet I had to pay to ***lace the things under warranty. That was a definite mistake. After the motor was ***laced, the filter started to get wed during the night, and I called because I did not have a problem before I was told that the coil needed to be ***laced, and it would cost $700.00 to install it. I decided to wait and have the A/C inspected by a professional. I had a real wake-up call when I was told that the inside unit was cheaper than the outside. They adjusted the filter, and I had no other problems after. No wondering. The *** who called me kept apologizing; even the employees knew what was happening. I will make a complaint because it seems like abuse and a scam against older people; most of us are alone and partially disabled. I'm seeing more issues like this from them on the Nextdoor app.

  

  Business Response

  Date: 05/04/2025

  We are sorry to hear of the customers dissatisfaction and appreciate the opportunity to respond. We take complaints seriously and always aim to provide professional and honest service. However, we respectfully disagree with the customers characterization of events and believe the facts reflect a different picture.
  The customer has held a ********************** contract with ECM for several years and regularly received tune-*** without issue until 2020, when her systemoriginally installed by another companydeveloped a refrigerant leak due to a failed evaporator coil. Unfortunately, the original installer had not registered the equipment, so the manufacturers warranty on the coil was not valid. The customer then requested and purchased a new AC system from ECM, which was installed on May 29, 2020.
  After the new system was installed, the customer stopped scheduling annual maintenance. In 2022, the system began leaking due to a clogged drain line. Although drain lines are not covered under the ECM service contract, we cleared the line as a courtesy. In 2023, the same issue occurred, and again we cleared the drain line at no chargeeven though the service was outside the contract scope.
  On December 10, 2024, the systems evaporator motor failed. The part was covered under the manufacturers limited parts warranty, but the labor warranty had expired in May 2021. Additionally, the ECM contract does not cover manufacturer defects. While the standard cost for this repair without a contract is over $700, the customer was only charged a $200 warranty processing fee and a $125 manufacturer freight charge.
  Approximately six weeks later, a coil replacement was also required. We reached out to the customer to discuss her concerns, including a comment that the inside unit was cheaper than the outside. We made this call in good faith, seeking clarification and resolution. While the customer did speak with us, she made it clear she was not open to hearing our explanation or discussing the matter further. She requested to cancel her ECM service contract, which we are currently processing in accordance with the contracts terms.
  We regret losing her as a customer, but we are confident that ********************** acted fairly and in good faith throughout our service relationship. In many instances, we provided services that exceeded contractual obligations in an effort to support and retain her as a valued customer.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23240938
  
  I am rejecting this response because: That inormation was incorrect, I cancel the yearly  tune-up because evertime they came to clear the line something went wrong that stop the A/C from working. The last time the A/C they install stop working less than year after summer tune-up that I had scheduled. On my request for a solution they send a person with more experience and they *** that came in to check was hungry at what the tune-up service did that you could tell he was ready to go and give them h*** He apolagized for the incomvinience. This time I started with cleaning the line, which they did with an air pump and few weeks later happened again and they cam in and hosed down, the A/C was working with no other issues. I had to pay $135 because of the first, since they only do that once a year. Afew days after the A/C started making noice everytime it started. I call and they told me it was motor needed to be ***lace. I told to ahead and had pay $325.00. A few days after water was leaking throught air filter, I call and I was told thet the coil need to be ***laced, there was nothing wrong with the coil before. They call me to let me know they haved to order the part and I had to pay $700.00 to install. I'm sorry it just did not sound right so I told them I could not afford it, the *** that cold was also aoolagized. I had some come to check my A/C and they adjusted the air filte, because it was not all the way down and the water stop, the A/C coil was no longer liking and my A/C has been working with no further issues. By the way that was when I found out that they had installed the the inside unit with cheaper brand than the one outside. I did some research and became aware I was not the only customer with the same issues. I'm a 77 year old with partial disability alone with no mechanical experience and no family near. The people complaining about this had a husband or sons that would help. But they did want to make aware of the changes and service of the ECM contract.
  
  Sincerely,

  AHS
  
  *** H *****

  

  Business Response

  Date: 05/12/2025

  We regret that the customer remains dissatisfied with her experience, and we appreciate her taking the time to provide additional details.
  
  We understand how frustrating it can be to experience repeated air conditioning issuesespecially for someone managing it alone. While we cannot agree with all the characterizations made, we do take her concerns seriously and want to provide clarification.
  
  At no point did ECM perform work with the intention of creating additional problems or financial burdens. In fact, as previously mentioned, we went above and beyond our contract obligations by clearing the condensate drain line on multiple occasions at no chargedespite this being an excluded item under the service agreement.
  
  The charges related to her motor replacement and other repairs were all presented in accordance with the terms of her contract. We apologize if there was any confusion regarding the need for these repairs, but none of the work was completed without her prior approval. ECM values long-term customer relationships and strives to be transparent and ethical in all interactions.
  
  As requested, her service contract has been canceled and processed per the agreement. While we regret the outcome, we thank her for her past business and wish her continued comfort and peace of mind in her home.
  
  

  Customer Answer

  Date: 05/13/2025

  When I got the call about the coil, I got upset because there had been no problem. I told the person who called that I could not afford it. I could not understand why; every time I came to clear the line, they had to return to fix something else that was working fine before. She apologized and sounded very sincere. I bought and installed the A/C from ECM. I told them I would call an A/C expert to inspect my A/C. I was surprised when I found out that the inside and outside A/A were incompatible; the one inside was a much cheaper version. They removed the filter and put it back in correctly because it looked like it had been moved. No more links; the A/C is working correctly, with no issues. While searching for the A/C company that could help, I found I was not the only one in my 55 and over community who had stopped their contract because of the same issues; they corrected something, and something else would go wrong. I needed to do something to make the community aware of the problems that were reported because it looked like they were taking advantage of seniors, especially women alone, with no one to help. 
  

  Customer Answer

  Date: 05/14/2025

   
  Better Business Bureau:
  
  When I got the call about the coil, I got upset because there had been no problem. I told the person who called that I could not afford it. I could not understand why; every time I came to clear the line, they had to return to fix something else that was working fine before. She apologized and sounded very sincere. I bought and installed the A/C from ECM. I told them I would call an A/C expert to inspect my A/C. I was surprised when I found out that the inside and outside A/A were incompatible; the one inside was a much cheaper version. They removed the filter and put it back in correctly because it looked like it had been moved. No more links; the A/C is working correctly, with no issues. While searching for the A/C company that could help, I found I was not the only one in my 55 and over community who had stopped their contract because of the same issues; they corrected something, and something else would go wrong. I needed to do something to make the community aware of the problems that were reported because it looked like they were taking advantage of seniors, especially women alone, with no one to help.
  
  Sincerely,
  
  *** H *****

• Initial Complaint

  Date:04/05/2025

  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.

  Hello again, This is a follow-up to my initial complaint of 1/10/2025 In the interim there was a small issue i.e the heating part of A/C did not function and we were in January and had some cold days. I called and they fixed the issue.There was another issue and it was a banging noise when the air came on; that is not yet resolved.After a hiatus the inspector for the City of ********** came on 4/02/2025; He found 3 problems that need to be addressed, and ECM failed the inspection and has to address all these issues as stated by the Inspector. All good I thought; help is under ******* ECM has sent one person who tells me they need to charge me for a ladder, and at the same time they tell me that they don't have the parts. Meanwhile, I receive some strange documents from ECM 2 so far, I don't know if they are bills... I can forward them to you once I figure how to.Are they allowed to bill me to correct what wasn't done the first time? And charge me another amount for a ladder? Thank you for your attention.

  

  Business Response

  Date: 04/25/2025

  There have been no charges to the customer following the ** installation. All necessary corrections to the installation have been completed. We have left multiple messages requesting that the customer return our call so we can schedule the required inspection with the City. She may contact our ***************** directly at ***********************. We look forward to hearing from her soon.
  Thank you.

• Initial Complaint

  Date:01/20/2025

  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.

  ECM installed a Lennox air handler and condenser on 7/1/24 at a cost of $8,461 by technician number 761. As part of the install, a box was built (and painted white) to support the new unit. At the time of the install, I asked for a metal tray to be installed to collect condensation, but was told that it was not necessary, in that the inside of the box would be fully sealed. ************ has created noticeable stains that have reached the wall behind the unit. This wall adjoins the laundry room. Mold is of concern once the condensation penetrates the wall. I called ECM to discuss this concern, and a Tech ( ****) returned on 1/17/25. He unscrewed the front of the box and said that the box requires resealing. I was to expect a phone call from ECM. On 1/20/25, I receive a phone call from ECM to schedule the repair. I was told that this repair would not be covered since the unit passed permitting inspection by the Palm Beach County building department (8/5/24). I remained present during the inspection. The inspector did not open up the box or unscrew/take off the front board to view the inside of the box. Per the employee at ECM, the inspector passed the installation, so ECM is not responsible for repairing the inadequate sealing. The cost for the repair would be in excess of $400. This repair should be covered by ECM under warranty, given the insufficient sealing during install. I am initiating this claim because ECM is not taking responsibility or honoring the warranty, but is instead declining responsibility since the unit passed permitting inspection. I am seeking repair/resealing of the box at ECMs expense.

  

  Business Response

  Date: 01/31/2025

  Our office has reached out to the customer to arrange a second opinion regarding the diagnosis of the sealing to the wooden box that supports the air handler in her home. The customer has requested the ********************** call for February 4, 2025. We will update your office once the service is completed. 

  Customer Answer

  Date: 02/12/2025

  In response  to my complaint, ECM sent a tech, ***** to evaluate the ** unit and make recommendations, of which he made four.    Please refer to the receipt dated 2/4/25.    
  

  At yesterdays scheduled appointment for recommended repairs, the tech, **** indicated that his ticket indicated that the wooden ** stand should be reinsulated, which he did, as well as the *** drainpipe.   Although not on the repair receipt, he also put white silicone between the wooden table and the wall (left side and back).   Please see the receipt dated 2/11/25.   
  

  Three items were not completed, as recommended by the tech on 2/4/25:

  1. Install secondary drain pan.  
  2. install 10x10 access door on the wooden box, in the event that the insulation gets wet and requires replacement.     The tech on 2/11 said that this would provide access, but could also create condensation.   
  3.   Create a 1 cut along the back of the wooden box (table) as well as the left side of the wooden box (alongside the walls) , and fill with silicone to prevent condensation on the wood from reaching the wall.   The tech on 2/11/25 said that this would require removal of the entire ** unit.   
  

  In summary, ECM did partially resolve the issue at no cost, but did not direct the tech on 2/11/25 to complete all items recommended during the 2/5/2025 evaluation.    I am not fully convinced that these repairs will prevent future condensation from reaching the walls, which could result in mold.   

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22836053
  
  

  In response  to my complaint, ECM sent a tech, ***** to evaluate the ** unit and make recommendations, of which he made four.    Please refer to the receipt dated 2/4/25.    
  

  At yesterdays scheduled appointment for recommended repairs, the tech, **** indicated that his ticket indicated that the wooden ** stand should be reinsulated, which he did, as well as the *** drainpipe.   Although not on the repair receipt, he also put white silicone between the wooden table and the wall (left side and back).   Please see the receipt dated 2/11/25.   
  

  Three items were not completed, as recommended by the tech on 2/4/25:

  1. Install secondary drain pan.  
  2. install 10x10 access door on the wooden box, in the event that the insulation gets wet and requires replacement.     The tech on 2/11 said that this would provide access, but could also create condensation.   
  3.   Create a 1 cut along the back of the wooden box (table) as well as the left side of the wooden box (alongside the walls) , and fill with silicone to prevent condensation on the wood from reaching the wall.   The tech on 2/11/25 said that this would require removal of the entire ** unit.   
  

  In summary, ECM did partially resolve the issue at no cost, but did not direct the tech on 2/11/25 to complete all items recommended during the 2/5/2025 evaluation.    I am not fully convinced that these repairs will prevent future condensation from reaching the walls, which could result in mold.   

  
  **** ********

  

  Business Response

  Date: 02/19/2025

  This correspondence addresses the customers recent concerns regarding the return box associated with her air handler in the garage.

  To clarify, ECM is committed to replacing components on a like-for-like basis. The customers air conditioning system consists of an air handler installed on top of a return box, which is situated alongside a return stack. Our installation followed the manufacturers specifications,mirroring the previous setup exactly, and it successfully passed the city inspection on August 5, 2024.

  We recognize that the customer is worried about condensation impacting the drywall surrounding the air handler on three ********'s essential to understand that some condensation is typical for many units installed in unconditioned garage environments with the same configuration. However, to address the customer's concerns, we made a courtesy visit to her residence on February 11, 2024, where we enlarged the return within the box to enhance airflow and help mitigate condensation. Additionally, we took the proactive step of applying silicone around the edges of the platform where it meets the drywall to further limit any condensation from making contact with the drywall.This gesture was also performed as a courtesy.

  At this point, we believe we have more than fulfilled our obligations.Therefore, ECM will not be taking any additional actions regarding this matter,having successfully completed the installation on July 1, 2024. 

• Initial Complaint

  Date:01/10/2025

  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.

  On December 16, 2024 per attached proposal contract and other document I enrolled ECM to install a new HVAC system. The amount paid was $8300. The first complaint is that I was to Receive a Rheem HVAC. When the installers came, I saw it wasnt instead it was a *******. I never was contacted to tell me about the change. I believe there is money due because gold is less expensive..Also, I have asked for an itemized bill as to how they arrived at the amount $8300 as you see on the paper is nowhere. Does it say how much tax I paid? How much was the unit? How much for removal how much for sales tax which Im allowed to deduct And also I need the bill to apply to the federal government because Im allowed a refund because of the energy saving unit which replaces my very very old unit. I was told that the company works with the bank and they will finance me completely and that I was already preapproved. I believe I was told the rate would be 9.9% for five years, which was fine with me, but unfortunately, instead of that, I was very surprised to get in the mail a few days later a credit card, which had the name of the company on it and my name And a pamphlet telling me that the rate was *****% I was shocked so I called one of my banks I have done business with and I obtained loan at 15% so I could pay this company the entire amount without having to pay for the huge amount of interest I would like to receive money for the difference in price for the unit and also I would like a full itemized bill of sale which reflects amount of sales tax amount of units amount of removal and any other details possible as to how this number was arrived that for a unit to cover a one bedroom apartment which is 760 feet under air, which was billed as 891 ft. under air. I think you very much please help.

  

  Business Response

  Date: 01/28/2025

  This is a response to the customers report regarding the ***** ******* Air Conditioner installed on December 17, 2024, by ECM.

  On December 13, 2024, this new customer to ********************** contacted us to request an estimate to replace her air conditioner. In response to her request, a Comfort Specialist was sent to her home on December 16, 2024, to assess the homes cooling needs based on the size of the house, the condition of the ductwork, potential energy savings, and to recommend the most suitable option.
  As outlined in the attached proposal, the customer and the Comfort Specialist determined that a ******* Air Conditioner would be the best choice. The customer signed the proposal, and the air conditioner was installed.

  We understand from the customers report to your office that she is requesting a breakdown of expenses showing taxes for tax deduction purposes. However, the customer will not be able to use this deduction, as ECM has already incurred the taxes. To clarify, in *******, new air conditioning purchases are considered a single service, meaning the company covers both labor and materials. Instead of charging sales tax on the total installation, we pay the tax on the materials ourselves. As a result, customers will not see a separate sales tax line on their invoice for the installation service; it is included in the total cost listed. We do not provide a detailed itemized listing beyond what is included in the attached document.
  

  Lastly, regarding the finance charges, please understand that ECM has no control over these charges. The final percentage is determined by the customer's selection of terms and amounts.

  Customer Answer

  Date: 01/30/2025

  I reject ECM answer. As you can see from ECM Proposal option 1 was selected and it says: RHEEM not ******* for Air Handler and Condenser.

  Regarding financing I was told I was approved with a bank they do business with.

  i dont have paperwork as to an application or rate or proposal

  It Seems the sales tax are hidden or subsumed in their total. I am sure I paid tax on the equipment sales tax or other

  Again on ECM Proposal there are 2 numbers:225 and 495 amounting total:$8231.00
  where does the total come from?? I am sure we are entitled to know what we spent and how.

  sq footage under air is 760 not 891

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22793565
  
  
  

  I reject ECM answer. As you can see from ECM Proposal option 1 was selected and it says: RHEEM not ******* for Air Handler and Condenser.

  Regarding financing I was told I was approved with a bank they do business with.

  i dont have paperwork as to an application or rate or proposal

  It Seems the sales tax are hidden or subsumed in their total. I am sure I paid tax on the equipment sales tax or other

  Again on ECM Proposal there are 2 numbers:225 and 495 amounting total:$8231.00
  where does the total come from?? I am sure we are entitled to know what we spent and how.

  sq footage under air is 760 not 891

  
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 02/07/2025

  We regret to learn that the customer rejected our response; however, our position remains unchanged. No further action will be taken regarding this matter.

  As stated in our previous communication and outlined in the attached proposal, the customer and our Comfort Specialist concluded that a ******* Air Conditioner was the best choice. The customer signed the proposal, and the air conditioner has since been installed.

  Additionally, as previously communicated, ECM absorbs all taxes for the State of Florida, which means the customer does not incur this cost. In *******, new air conditioning purchases are classified as a single service, meaning our company covers both labor and materials. Therefore, we do not charge sales tax on the total installation; instead, we pay the tax on the materials ourselves. As a result, customers will not see a separate sales tax line on their invoice for the installation service; it is included in the total cost listed. We assure your office that ECM paid the taxes!

  Lastly, the $225 (Flush Refrigerant Line) and $495 (Drain Solvent) are two separate services that are not included in the price of the Air Conditioner installation and, therefore, are listed separately. 

  To this end, we are closing our file on this matter. 

   

• Initial Complaint

  Date:01/09/2025

  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 have been a customer of ********************** for over 20+ years. I have been satisfied with their service up to this point. Since owning my home, I have purchased three central air conditioning units from them, all ***** brands, as I was told by them that these were the best for reliability and service. The last unit I purchased from them was in mid 2024 and cost over $14,******* of the units I purchased on 9/14/2017 was not heating properly and they came out to service on 11/23/24. The person who serviced my unit that day seemed confused, cut many wires and eventually told me we needed a new heater coil. I spoke to ECM and they told me the part was covered under warrantee and that i need to pay $100 as a co pay for them to order the part from *****. I paid the copay that day via credit card. They informed me that they would get back to me once the part arrived. After leaving many unanswered messages with their parts department for an estimated repair date, I finally spoke to a supervisor in their customer care center on 12/13/24 who informed me that the part is on backorder and will arrive on February 1st, 2025. I called Lennox consumer affairs department on 12/13/24 and was told that that is a very common part and they did not know of any long delays in supplying that. The part # is 27A27 ECB47-9CB-*. ****** asked many questions which i was able to supply except outside unit serial # so I had to get back to them. Getting back to ****** is an all day affair and I just could not find time to hold an entire day as I still work. Anyway, I think this is why i pay ECM a yearly maintenance contract fee to do.I suggested to ECM that they take this part out of one of their new units to use to replace mine. They told me that the new units that they have in stock have that particular part missing, which I find hard to believe. Who would ever have then install a new unit that would not be able to heat their homes when needed especially in colder climates. My yearly is $600.

  

  Business Response

  Date: 01/24/2025

  This is a response to the customers report regarding the delay in receiving the heater to the 2.5-ton Lennox Air Conditioner that was installed on September 14, 2017, by ECM.

  We would like to take this opportunity to extend our sincere apologies to this long-time contract customer for any inconvenience caused by the delay in receiving the new heater. Unfortunately, ******, the manufacturer, experienced shipping delays for heaters. In fact, all air conditioning companies in ************* faced similar delays that also affected new air conditioner installations.  

  The shortage was due to global supply chain issues, primarily the scarcity of raw materials such as copper, steel, and semiconductors needed for manufacturing the heaters. However, we are pleased to write that the temporary shortage is now over, and we have since installed the customers new heater on January *******.

  While this situation was out of our control and affected the entire industry, we are sending the customer a $50 Publix gift card as a further gesture of our apologies, hoping that he understands how sorry we are for his recent experience.

  
  

• Initial Complaint

  Date:11/19/2024

  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 ECM on 1/31/2024 to purchase a home warranty contract after having an issue with another company.I asked the salesperson 2 specific questions to determine if they were a company that I wanted to do business with. I asked if there would be a service call to which ******** my salesperson told me it would be a one time $35 fee to have a technician come out to fix anything no matter how many things required repair, that it was not per appliance.I bought the contract based on that information in the amount of $418.37.I submitted a service request on ECM's website on 11/18/24.When i was not contacted by ECM to follow up and schedule my service appointment, I called them on 11/19/24.The ECM service department told me that the service call would be $45 and then $45 per item needing repair.I know ECM records their phone calls so I want to be contacted by a member of their executive management team in the office of **** ******* to listen to my original phone call where I specifically asked these questions of ******** and what she told **** would never have purchased this contract if the costs were this expensive. I am unemployed and cannot afford these exorbitant amounts.If what I was told cannot be honored then I want a full refund of the $418.37 immediately!!I was told that I would be contacted by a supervisor by ***** in the contracts department and as of the writing of this complaint I have not been contacted by anyone from ECM. This is abhorrent and completely unacceptable.

  

  Business Response

  Date: 12/03/2024

  This is in response to report you received from this customer. At the outset, we would like to to assure you that this customer was never told there was a $35 fee. The representative that she spoke with has been with ECM for 19 years and has not once received a complaint regarding misinformation covering the $45 trip charge for the contract the customer chose to purchase. Nevertheless, and even though the customer had the contract for nine months, we are not charging the prorated fee nor the administration fee and will be refunding her back the entire purchase price of $418.37.

   

   

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22579045
  
  I am rejecting this response because:
  The business refuses to allow myself and them to listen to the recorded conversation. I know what I was told.
  Sincerely,
  
  ******** **********

  

  Business Response

  Date: 12/03/2024

  We do not have a recording of this conversation. Just a 19-year employes with no similar complaint. Under the circumstances, we are closing our file on this matter. 

  

  Business Response

  Date: 12/03/2024

  We do not have a recording of this conversation. Just a 19-year employes with no similar complaint. Under the circumstances, we are closing our file on this matter.
  

• Initial Complaint

  Date:10/05/2024

  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.

  Dear Investigators, PLEASE HELP ASAP My name is ****** **** and I am a 65 year old year-round resident of *************. The brief explanation of my issue is that the air conditioner in my 728sq ft condo failed mid June and I contacted East Coast Mechanical(ECM) with whom I have a service contract. While they have been very kind, my second brand new A/C unit installed on September 10th, 2024 is failing due to a refrigerant leak with no resolution on the horizon.$ ******** paid to ECM since June $ ******** hotel bill for week-long stay(while waiting for an install)47 phone calls to date 12 on-site visits to my condo 3 in person visits to their office 2 brand new A/C units No approved City of ************* permit(permit keeps getting rejected)Countless hours and days waiting for the service tech to arrive; who is always 2 hours late beyond the quoted time window I have all of my records which include phone records, invoices, hotel bill printed out. ************* rejected ECMs permit request for the ** unit ***************** that was installed on July 12th. ECM informed me that ******* wouldnt grandfather two separate manufacturers of the new unit. ECM contacted me at the beginning of August telling me that they have to replace that unit and it will take a month to order and obtain the new unit(*******************) On September 10th, ECM installed the new unit which developed a refrigerant leak on September 27th. ECM sent a tech on Sept 28th and again on Sept 30th, again Oct. 2nd The leak has yet to be resolved as of the writing even after the latest tech visit on Wed., October 2nd. Again, all of the conversations and interactions have been cordial, but have failed to result in a new properly working air conditioner. There has to be some way for ECM to be held accountable for their series of blunders and fix the **.All of this actually began with a service call on June 17th. It has now been about four months!

  

  Business Response

  Date: 11/08/2024

  At the outset, we apologize to both your office and the customer for the lengthy delay in our response. This was due to an office oversight and will not happen again.
  
  We reviewed the customers records and concurred that the process she has experienced is far from the typical new installation of an Air Conditioner, especially by ECM. By copying this response, we would like to again extend to the customer our sincere apologies for any inconvenience caused her as a result.
  
  Our records indicate that this customer has a split system Air Conditioner. This means the Air Handler is inside the home and the Condenser Unit is outside the home. However, in this case it is not a common installation as the customers community does not have the condenser unit located outside on the ground or the roof but through the wall.
  
  ECM has installed several of these types of units this year with no issues whatsoever. However, after the installation for this customer,the municipality where we applied for the permit indicated that the law had changed and that ** companies now could only install one particular Air Handler with a through the wall condenser unit as in this case.  
  
  Of course, this meant that ECM had to order a new Air Handler and complete the installation process again. Even worse was than all of this added expense (none of which was passed to the customer) was the inconvenience to the customer. It was a situation that ********************** had no control over, and the customer had full use of the original system pending the arrival of the new Air Handler approximately six weeks later.
  
  The new Air Handler that is now required to be installed with a through the wall condenser unit was installed on September 10, 2024.  The customer had use of the original Air Handler with no issues whatsoever during this time. Then on September 28, 2024,the customer telephoned ********************** to report the ** had stopped cooling. When we arrived,we found the system frozen, and we had to return to perform a leak search.  When our Service Technician returned to the customers home on September 30, 2024, he found the system low on freon but could not find the source of the leak.
  
  Therefore, we again returned to perform an extensive leak search,and, at this time, we found a leak to the Evaporator Coil to the Air Handler.We had to order the coil from the manufacturer, and pending its arrival from the manufacturer, ECM came out two more times to fill the system with freon and provide the customer temporary cooling. This brings us to October 18, 2024,when ECM installed the coil with a new drain pan and the ** was returned to manufacturers specifications.
  
  The repair was completed and had we responded at that time,the file would have been closed.  However,we did receive another call from the customer two days after the coil installation, on October 21, 2024, regarding water leaking from the **.
  
  When we arrived, we found a piece of the drain line located outside of the Air Handler broken/missing. It appeared something had accidentally hit the line, also causing a crack in the drain pan.  Our technician confirmed this was not the case when the Coil was installed, as we can confirm simply by the fact that it was two days later when the customer called, as gallons of water go through that line a day. Although this is not ECMs responsibility, we have agreed to replace both the Drain Pan and the section of drain line, at no charge to the customer, based on her experience as covered herein. The new Drain Pan is expected to arrive in the next 10 business days, and we will call the customer immediately upon arrival to schedule the installation.
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22385936
  
  I am rejecting this response because:

  ECM's response was accurate and factual. To clarify one point, I have a picture of the plumbing leaking as early as September and showed the picture to ***** of the puddle on the floor. In this particular mention of the broken PVC elbow and water pan crack, I concur that it appears that there was some kind of contact with the pipe. As of this writing on Wednesday, November 13th, the replacement water pan has not arrived, nor been installed.  It has been three plus weeks since the part has been ordered.  I will consider the case closed when the new part has been installed and the air conditioner runs properly for 30 days.  Given the history of this case and the quality of the air conditioner's manufacturer, I think that time frame to be fair.

  I look forward to the day/night where I can sleep through the night without worry that the air conditioner will fail. It has been since June when I placed the first call for an annual tune-up; making this debacle a five month ordeal.  I commend installer ******* and technician Barrington(BJ) on their attention to detail and wanting to do the job correctly.  That cannot be said of the many other technicians who have come to resolve the issue(one with a heavy odor of alcohol).

  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 12/03/2024

  The customer's Drain Pan is due to arrive tomorrow. We will call her today to schedule a tentative date for installation, providing the pan arrives tomorrow. We will update your office upon completion.

  

  Business Response

  Date: 12/03/2024

  The customer's Drain Pan is due to arrive tomorrow. We will call her today to schedule a tentative date for installation, providing the pan arrives tomorrow. We will update your office upon completion.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22385936
  
  I am rejecting this response because: 

  I have been contacted by ECM and they are due out tomorrow, December 5th, to install the drain pain and correct the related plumbing issues.  I only rejected the response because I do not want the matter to be closed until I have a fully functioning air conditioner with no further issues for the duration of 30 days.  I will consider the matter corrected and closed after that time. It has been 6 months since my initial call to ECM to schedule an annual check-up. It has been a long, stressful and expensive experience!  Crossing my fingers...  

  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 12/09/2024

  ECM successfully completed the installation of the drain pan on December 5, 2024. If Ms. **** requires any additional assistance in the future, we encourage her to reach out to our ************************ at extension 2010. Given these circumstances,we will proceed with closing our file on this matter. Thank you for your understanding.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22385936
  
  I am rejecting this response because:

  I do not consider the matter to be closed until there is an approved inspection from the City of *************. ECM is correct as the drain pan was installed on December 5th.  However, the plumbing needs a minor repair. Barrington will be coming on Tuesday, December 10th to fix it.  BJ glued two CPVC joints together of the same size pipe and it is leaking at the joint.  He notified his bosses of the problem the next day.  This should resolve all known issues and then an inspection needs to be scheduled with the City of ************** 

  Once there is an clean inspection from the City of *************, I will consider the matter resolved.  I will never call ECM again!  Since my initial call on June 7th ,OVER 6 MONTHS AGO, to schedule an annual service there have been, ***** visits, 80 + phone calls. As of this writing, there is still a minor repair to be made. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Rheem Air conditioner from ECM East Coast Mechanical in July 2020. On August 8th 2024, I was not getting any cold air so I called ECM and reported the problem. A Technician was sent in to diagnose and fix the problem. He said the Freon was low so I paid to have it topped up. A couple of days later I had the same issue so I called them again. The Technician was sent back to check. He said the Evaporator Coil in the attic was leaking and that was why it leaked out so quickly. I have a 10 year warranty on parts so he put in an Oder to replace the Evaporator coil. The installer came on August 14th to replace it but he said the Condenser coil outside the house was also leaking so they need to get that part as well and replace them both. I called the office on August 15th to check the status and was told I had to pay a deposit before they can place the order. I paid the deposit and they said it will take 7 to 10 days to get the part. When I called back after 10 days to check the status and they said it will arrive on September 1st but because that is a Sunday and Monday was a holiday, the will receive it on Tuesday,September 3rd. When I called back on September 4th, they said the part was on back order and they dont have an arrival date. Since then I have been calling almost everyday and I get the same answer. The part has not arrived and we dont have expected arrival date. It has been almost a month now and I still cant use the air conditioner to get cold air. The temperature in the house is between 88 and 91 degrees every day.

  

  Business Response

  Date: 10/08/2024

  We are terribly sorry for the delay in our response. We believed we had already responded to this report to your office. While the situation was out of our control, by copy of this reply, we would like to take this opportunity to extend our sincere apologies to the customer for their experience. In the meantime, we would like your office to know that the Air Conditioner was repaired on September 25, *****, and there has been no further communication from the customer regarding this matter. Thank you. 

  Customer Answer

  Date: 10/23/2024

   
  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,
  
  ******* *****