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:09/06/2024

  Type:Sales and Advertising 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 called ECM -** making gurguling noice. guy came out...said he does not hear it. charged $90.00 and told me i have mold in coils and they can come on monday for $900 to 1300. to clean it. I have a receipt that shows he did nothing but uncover the ** and tell me i have mold.I called neighbor's ** people. Guy came diagnosed the problem in 5 minutes without hearing gurguling - fixed it in an hour and charged me $125.00 This ** guy who fixed my ** also advised ECM people are paid on commission and the ECM guy was trying to sell me on something i dont need. also it is against the law to tell a homeowner they have mold without testing for mold. I have contacted my credit card company to advise I am disputing the charge. I will never use ECM.

  

  Business Response

  Date: 09/21/2024

  This is in response to the report the customer filed with your office. This customer telephoned ********************** to report gurgling noise to their Air Conditioner. The customer was advised there would be a $90 diagnostic fee for a Service Technician to be dispatched to her home. The customer agreed; and on September 5, 2024, our Technician arrived and completed a thorough diagnostic. In fact, he was at the home for one hour and never asked for more than the $90.

  Further, this particular Technician happens to be a Certified Mold Remediation Specialist ***** and based on the condition of the Air Conditioner coil, he recommended the Coil be pulled from the Air Handler, acid washed, and reinstalled.  The Technician does not earn any commission for this service. Perhaps the AC Technician from another company is not as experienced, or not mold certified and, therefore, temporarily corrected the problem. However, ECM does not believe in temporary solutions. 

  Based on the information covered herein, ECM will not be taking any further action regarding this matter. 

   

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22248701
  
  I am rejecting this response because:  The tech never showed me any evidence he was a certified mold specialist.  I called another air conditioner company who fixed the problem in less than an hour and advised it is not within the laws of the state of ******* for anyone to state there is mold unless by a specialist and the so called mold is tested.  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:08/24/2024

  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.

  My hot water heater is still under a 5 year warranty and they are not honoring it. They no longer work with ********** but it is their labor warranty and they are unwilling to honor it. They are sending me back to ********** who then sent me to another company that refuses to do the work because its not their warranty. I keep getting the run around and its unacceptable. This company should honor their warranty for work they did regardless if they are not with ********** because they got paid for the work!!!!

  

  Business Response

  Date: 09/09/2024

  This is in response to the customer's complaint to your office. The customer telephoned ********************** on a Saturday and was advised we would need to wait until Monday to verify coverage. Certainly, by copy of our response, we are again apologizing to the customer for any inconvenience caused her as a result. However, when we arrived to her home on that Monday, we learned that there was no issue with the Water Heater whatsoever.  The failure was a breaker. Even though this customer does not have an ********************** Contract, we replaced the breaker at no charge to the customer. 

  Customer Answer

  Date: 09/24/2024

   
  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. The breaker they replaced was the breaker they installed when they installed the hot water heater so it is part of their work.  The work is appreciated!!
  
  Sincerely,
  
  ***** Peer

• Initial Complaint

  Date:08/16/2024

  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.

  On May 2023 I got an AC unit from ECM for >$9,000. Sales person included 3 year service plan as part of the sale. I have a contract but ECM does not want to provide the warranty. I attached picture of the contract. I called ECM on August 2024 for a repair and kept me waiting for 1.5 weeks with final answer to be that my unit only had 1 year warranty on service. I just want ECM to provide the service they sold me when I got the unit. It is not correct to have sales person promise and sell services they will not provide. That was a false sale on the unit when I was convinced to have 3 year warranty on service.

• Initial Complaint

  Date:07/17/2024

  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.

  After coming back from vacation, we were welcomed by an inoperational Lennox A/C unit (under warranty) that we've purchased 9 months ago. We scheduled for a technician to stop by on July 8th with the meeting time explicitly being 2-6pm. Getting zero help from the after-hour helpline, the technician finally arrived 20 minutes after the specified meeting time only to spend 5 MINUTES to determine that our motor (covered under warranty) needed to be replaced. Once processed, we were informed that the motor we needed was on back-order from Lennox and no ETA was provided. ECM's only solution was for a temporary motor to be installed costing $900+ which is completely ridiculous considering we were dealing with a somewhat newly installed unit that cost us upwards of $10,000. They claim to not be liable for the integrity of the Lennox unit as they are just the distributors, however ECM advertises on their vehicles to be ************ That Cares" and they even boast about always providing the "highest quality standards" through their telephone hold line. Speaking again to a manager today, July 16th, we were informed that no real ETA can be determined and that we can expect delivery to be 'SOMETIME in AUGUST'. This is outrageous considering this is summertime in ************* and our house temperature matches the outdoor temperature of 95 DEGREES. I am an elderly diabetic and I can not move around in my own home for more than 10 minutes without sweating excessively and feeling dizzy. It is completely unacceptable for a company that we've utilized for a DECADE now to allow someone in my condition to suffer through a Florida summer with no A/C until we agree to pay a heinous fee.

  

  Business Response

  Date: 07/27/2024

  At the outset, and by copy of our response, we would like to extend our sincere apologies to the customer for any inconvenience caused her due to the approximate 10-day delay she experienced in having her Air Conditioner repaired. 

  The customer telephoned ********************** to report the ** had stopped cooling, and on July 8, 2024, ECM dispatched a Service Technician to her home.  After completing a thorough diagnostic on the system, it was discovered that the **************** to her Air Conditioner had failed.  

  ECM immediately placed an order with the manufacturer, Lennox,but unfortunately the Motor was on back order from the factory. While ECM has no control over these types of issues we certainly can sympathize with the customer.  We are happy to report, however, that while we originally received an estimated arrival date of August, the Motor arrived sooner, and we have since completed the installation on July 19, 2024.  

• Initial Complaint

  Date:07/12/2024

  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 was sold a home warranty and was misled about what would be covered. A repair I was told would be covered when I was sold the contract is going to cost 320 out of pocket. I want my money back for what I've paid so far for this useless coverage.

  Customer Answer

  Date: 07/12/2024

  The business has contacted me and agreed to lower the cost of the repair. Thank you for your intervention. I'd like to withdraw my complaint. 

• Initial Complaint

  Date:07/08/2024

  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.

  My mother who lives in ************* was called by ECM (East Coast Mechanical), less than a week ago, with whom she has an annual contract to maintain her appliances and was told it was time for an annual inspection of her A/C system. ECM had installed the A/C system some 8 years ago. Several individuals came and in the course of the visit, they called the supervisor named *******. He came to visit and determined there was mold on the system and the only way to remediate this was to immediately install a $2600 unit (a "discounted" rate for my mother) that would include a HALO system and 2 UV lights. There were no samples taken to test the mold to determine the type of mold and no lab was involved in this determination. It was ********* word that my mother took and signed a contract immediately. He was quite a salesman. He showed her photos which he texted to me later (at my request) after my mother signed the contract. He told me it needed to be remediated immediately and couldn't be cleaned because millions of spores would be sent into the air. He also said that ECM usually charges $3400 so this was a discounted rate.I phoned ECM on Wednesday, 7/3/24 and spoke with *******, the ******** Care Supervisor. He told me that the cost of this remediation is usually $2600 (so she hadn't been given a discount). I asked why ECM hadn't installed this HALO system when they installed the original A/C unit. He said most people don't want to pay for it. He just called and was told they don't send mold samples to a lab. they don't conduct mold remediation with tents, etc.I called a very reputable Florida-based inspection *** which told me they normally send out samples to labs to determine the type and whether mold is present. They encouraged me to ask questions of ECM about how the mold was tested, etc.I believe ECM used questionable business practices with my mother who is 91 years old and lives alone. Any assistance you can give is welcome.

  

  Business Response

  Date: 07/18/2024

  This is in response to the complaint filed by our customer's daughter, *********************. As explained to *********************, our employees are not mold remediators nor does ECM condone anyone representing themselves as such. However, while we do recommend the systems that **************** purchased, we certainly didn't want either **************** or ********************* to be upset.  Therefore, since receipt of the complaint, we have contacted *********************, who was a pleasure to speak with, and believe we have addressed all of her questions & concerns. We have also authorized a substantial discount totaling $400.  A check will be going out to **************** early next week.  

  Customer Answer

  Date: 08/08/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:07/06/2024

  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.

  We purchased a new $6880.00 air conditioning system from ECM on 10/6/22. We were told that we had a 10-yr Warranty for the system. In less than 2 years, the air conditioner quit working completely. We contacted Lenox directly and they assured us that the 10 yr parts warranty had been registered and there should be no problem having the diagnosed dead motor replaced under the parts warranty. ***** told us that ECM could credit us for diagnostic charges at their discretion. When we contacted ECM, they sent a representative to DIAGNOSE the problem. They charged us $90.00 for this and the problem was confirmed as being a dead motor. After many attempts to communicate with ECM, it took them over a week to find the needed parts , determine the validity of the warranty and send someone out to do the job. One person finally came out on 7/6/24. The faulty motor somehow cost us an additional $573.85 in charges which were not itemized. There was travel and labor indicated and something about Compressor Suction and Head PSI. Currently, we have been on HOLD with ECM for over an hour. A labor visit from ONE Technician should not cost $573.85 in addition to the $90.00 previously paid diagnostic charges.We feel that we have been gouged and when you are an 82 yr old US Veteran, you need to get the air back on. I am still on HOLD with my call to ECM. They still have a recording mumbling, "Thank you for holding. Your call means a lot to us". Another insulting response from ECM. I think I will hang up my phone now. It needs a charge. I give ECM a Minus Ten.

  

  Business Response

  Date: 07/22/2024

  This customer purchased a Lennox ***** Air Conditioner installed on October 6, 2022, by ECM.
  
  On July 1, 2024, the customer telephoned ********************** to report the Air Conditioner was not working. This customer does not have a ********************** contract,so they were advised there would be a $90 charge for us to come out and diagnose the issue with the Air Conditioner.
  
  Later that same day, an ECM Service Technician was dispatched to the customers home and completed a system diagnostic. As a result, he found that the ******************** to the Air Handler had failed and needed to be replaced.
  
  Our technician completed this service at 5:05pm. The following day, our office contacted the customer to advise them of the cost for the repair and left a voice mail. On July 5. 2024, the customer agreed to the charge of $573.85 and the part installation was completed on July 6, 2024.
  
  We understand the customer price for the repair is too high.First, the customer agreed to the price upfront and has spoken to a few managers regarding this prior to the complaint to your office. As he was advised, the customer could have chosen another company if they felt the price was too high. That is the consumers right at all times. Further, and as also explained to the customers, *********************** pricing for this repair is a flat fee which is the normal rate in the industry for a licensed and insured Air Conditioner contractor.
  
  To this end, while we are sorry the customer is upset with **********************, we will not be issuing any type of pricing breakout nor a discount. We do,however, want to take this opportunity to thank the customer for his ********************** to our country. 

  Customer Answer

  Date: 07/23/2024

  We were gouged.   A  dead motor under a 10 yr warranty should not have to be replaced in less than 2 years and the owners should not have to pay $663.85 for labor charges.

  Our request for an itemized statement was denied???  Who does that?

  We were at the mercy of ECM and they knew we could not endure 91 degree temperatures in our home for long....No one can.

  We are not the only unhappy customers who have complained to being gouged by the new owners of a once-well respected company.

  We contacted LENox directly and were told that we would have to deal with ECM directly.  We were never told that we could go elsewhere when the warranty was issued by them.

  Shopping around for someone not known to ***** their customers was not an option in a 91 degree house.  We told the salesman at ****** what EMC charged us and they said that is why they don"t use them...ECM gets a minus 10.   They should be ashamed.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21950838
  
  
  

  We were gouged.   A  dead motor under a 10 yr warranty should not have to be replaced in less than 2 years and the owners should not have to pay $663.85 for labor charges.

  Our request for an itemized statement was denied???  Who does that?

  We were at the mercy of ECM and they knew we could not endure 91 degree temperatures in our home for long....No one can.

  We are not the only unhappy customers who have complained to being gouged by the new owners of a once-well respected company.

  We contacted LENox directly and were told that we would have to deal with ECM directly.  We were never told that we could go elsewhere when the warranty was issued by them.

  Shopping around for someone not known to ***** their customers was not an option in a 91 degree house.  We told the salesman at ****** what EMC charged us and they said that is why they don"t use them...ECM gets a minus 10.   They should be ashamed.

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

  

  Business Response

  Date: 07/24/2024

  We are sorry this customer is upset but **********************'s response remains the same. 

• Initial Complaint

  Date:06/25/2024

  Type:Product 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.

  On March 27, 2024, I hired ECM to install a brand new air conditioning unit. I was sold a top of the line, 2 stage, 16.5 SEER Lennox unit. Along with the unit, I also paid for ECM to file for the permit (mechanical and electrical) with the City of *************. The application was timely submitted to the city, I was called the following day from an ECM representative to set up the permit inspection, to which a date in late ***** was submitted. In the days leading up to the inspection date, I never received a call from ECM or the city confirming the date, and the date passed with no inspection. I called ECM and was told that was just a placeholder date and someone would call soon to schedule the actual inspection. That never happened. Upon searching for the permit on the city's online tracking system in early May, I realized that the permit was kicked back to ECM for issues on the application in the days following application submission, so for an entire month, the permit application sat with ECM, but they did nothing to correct the error. When I called ECM, I was then told they would fix this. Two weeks later (mid-May), they finally submitted the corrections to the city. On May 24, the city rejected the mechanical permit application because the tie down detail was not submitted. On May 29, I called ECM to alert them of this, they said they had no idea and would take care of it same day. To date, I have spoke to multiple representatives at ECM, all telling me they will submit the additional corrections, but it has not yet happened. I have been trying to sell my house, but cannot do so with this open permit application. At this juncture, I would like a refund for the portion I paid for the permitting services.

  

  Business Response

  Date: 07/09/2024

  At the outset, and by copy of our response, we would like to extend to the customer our sincere apologies for any inconvenience caused her as a result of the delay in obtaining the permit following her new Air Conditioner installation. We are happy to report, however, that the permit will be dropped off at her home tomorrow and that the Final Inspection is scheduled for July 16, 2024.  The customer is aware of this information. While we will not be refunding the permit charges, we are sending a $50 Publix Gift Card to the customer as a further gesture of our apologies. Thank you.

  Customer Answer

  Date: 07/11/2024

   
  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,
  
  *************************************

• Initial Complaint

  Date:03/11/2024

  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.

  ECM offers a $50 referral bonus when you sign up a friend for ECM service. In 2023, I signed up my neighbor, ***** for a lucrative home warranty service. In November, 2023, I called ECM to tell them I never received the $50 bonus. They have only given me the run around. I was never sent the bonus. I filled out the form on the website, but nothing.

  

  Business Response

  Date: 03/18/2024

  As the customer indicated, ********************** has a "Customer Referral" Program in place that is very popular with our customers.  We are not sure why we weren't able to find the online request from the customer nor why he wasn't able to receive assistance when inquiring about the $50 Publix Gift card we issue for referrals.  

  However, we are happy to report that since receipt of this notice, we have contacted the customer, and he has completed the online referral information. He has also been advised that we will be mailing out the Gift Card to him as soon as possible.
  

   

   

   

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21416303
  
  I am rejecting this response because:

  I am glad they are processing the referral fee. I will wait to receive the gift card before I close this complaint. 

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

• Initial Complaint

  Date:01/29/2024

  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.

  We have used ECM for quite sometime.We had a service rep come to check our air conditioner which was not blowing cold air.The service rep was not accurate in his advise as well as not even being able to identify the cause of our problem.We were told a new unit was needed at the cost of $9000.When someone else looked at it there was a leak in one of the pipes Refrigerent was added and the unit is working properly.If the service rep ***** want to sell us a unit this problem could have been solved at no additional cost to us.ECM takes no responsibility for any cost that should have been covered if the problem was found by them.Signed a very unhappy and former customer

  

  Business Response

  Date: 02/16/2024

  This is in response to the report filed by this customer regarding the ****** old Rheem Air Conditioner in the customers home.
  
  We reviewed our records and learned that the customer had called for ********************** as their Air Conditioner had stopped cooling. Upon arrival to the customers home on January 17, ****, the Technician learned the issue started after roofers were working on the roof where the ** Condenser Units are located.
  
  According to the invoice, the customer was to contact the company that did the work since they were the last company on site by the Air Conditioner.Nevertheless, we understand the customer had another ************************ that happened to be at this location that same day, and who found the leak in the suction line inside the Roof Cover.
  
  Please be assured that this type of issue is not a wear and tear issue nor is it an issue that would be covered under the manufacturers limited parts warranty. Under the circumstances, we would like to again suggest the customer contact the roofers regarding this matter, as ECM will not be issuing any credit to cover the cost of a non-covered repair.
  
  

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21217200
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 02/17/2024

  Issues DID NOT start after roofers were working.The roofers were there appt 3 months before service call. Issues started 2 days before ECM arrived. After exam of unit a leak was never detected, but said unit was corroded and needed to be replaced. Same day company that services building was there and asked him to look at unit. He detected leak in pipe which caused refrigerant to leak. He said there was nothing wrong with unit. He fixed leak and added refrigerant, at a cost of $800. This was done after ECM serviceman left. He also left without leaving invoice. According to ECM if leak and refrigerant was done by them it would be covered. It has been 2-3 weeks since leak was fixed and the unit is working fine. It seems as though ECM wanted to sell us unnecessarily a new unit at a quoted cost by ECM of $8000-$9000.

  Customer Answer

  Date: 02/20/2024

  I am totally dissatisfied with this answer. ECM never even determined there was a leak or attempted to do anything but try and sell us a new unit.They told us the unit was corroded which it is not. They never even told as that the unit needed refrigerant. The unit is working perfectly now. They are dishonest. It is ashame that nothing can be done to stop this kind of business to operate this way

  A Very Unhappy Customer.