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:01/04/2024

  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 have an annual service contract with ECM.On 12/29/2023, ECM tech. diagnosed the problem with my washing machine. I paid service fee of $45 dollars and the tech. stated they will order the part.On 1/2/2024, ECM contacted me and stated that before they order the part I have to pay $139 dollars which include $45 dollars (service fee). ******** from parts department stated that I need to pay another service fee because it in the contract that I need to pay $45 per trip not same item serviced for the exact same malfunction serviced within 30 days as specified on the contract. Furthermore, I have $400 dollars limit on the washing machine. ******** claimed that to replaced the timer on the washing machine, it will cost $300 for labor which is way to high.

  

  Business Response

  Date: 01/17/2024

  This is in response to the report you received from one of our customers regarding service to the Whirlpool Washer in his home.
  
  At the outset, and as a point of clarification, this customer chose to purchase the Deductible per Item contract, which is less expensive than the Traditional contract. This is because the terms of the Deductible contract require a $45 trip charge per call, as listed under line item one, on the front of the customers contract, with additional reference on the back of the contract as follows:
  
  G. DEDUCTIBLE CONTRACTS: Are required to pay a service fee for each product serviced on the same day. No deductible charge for a return second trip for the exact same malfunction on the same item serviced within 30 days of original service date.
  
  We understand that the customer believes that he should not have been responsible for a second trip charge for a part installation.However, the only exception in the contract is if we need to return within 30 days for the same exact problem. For example, the Technician repairs the item and then it fails with the identical problem within 30 days.  This situation would warrant the removal of a trip charge.
  
  Since receipt of this report, we have contacted this long-time contract customer. We advised him we would be happy to waive the $45 trip charge, as a courtesy to him, as we certainly appreciate his business.  We also explained to him that there is no labor charge whatsoever for this repair. This is because the ECM Service Contract covers labor 100% for this repair.  In addition, the part is covered up to $100, per the terms of the contract, leaving the customer a balance of $94.07, should he want to proceed with the repair. He advised us that he would speak to his wife and get back to us.
  
  In addition, we explained that the $400 limit, next to the Washer line item on the front of his contract, represents the comparable replacement value of the Washer. This means that if we were not able to repair the Washer,he would receive a $400 check toward a new Washer.
  
  We hope the information we provided to the customer, as covered herein, clarified the terms of the contract and that he will decide to continue to use ECM. 
  

  Customer Answer

  Date: 01/24/2024

   
  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 business contacted me and they waived the $45 dollars deductible and they suppose to fix the washing machine on 1/27/2024 with no additional charge.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using ECM for many many years. This is the very first time I'm making a complaint to the BBB. I have always handled things on my own, but this time I truly need assistance. My built in microwave stopped working about a month ago. ECM checked it out and said it needed a new part. I asked the price and was informed they will call me. I received a call the following week informing me the part is no longer made and therefore they cannot help me. I need to purchase a new microwave. I called back later or perhaps even a different day (I'm not totally sure) asking why they aren't sending money toward a new microwave if it can't be fixed. They did that with another item I had in warranty with them in the past. They told me if the part is no longer available and they do not replace it per my contract. I was talking with ******* in contacts/renewals. She wouldn't let me get a word in edgewise and talked over me no matter what and answered questions I hadn't asked or needed to know about. I got off the phone with her as I was getting no where at all. I immediately called back and asked for customer ********************** and then changed my request for the owner instead. I then spoke to a very nice woman, *********************. I left a few messages with her and then a couple of emails- for the owner. It sat with me and bothered me greatly. In talking to 2 people today they told me to check my contract which I did, Turns out I am correct, I do have (R) Deluxe Microwave ($200 limit). I actually have (R) for several items. As I live on Disability and have a fixed income, this is something I actually paid for in my contract.Since there has been NO response to ANY of my messages/emails, I'm filing a formal complaint to you, the BBB, to step in and help me.In addition, I realize this is hearsay, as I heard this from several sources including nextdoor plus talking to others, that this company is trying to be sold without success and lying about things. They certainly are lying to me and avoiding me as well.In addition, I just renewed my contract on August 9, 2023 for a year. I'm also in the process of looking for a new warranty company because of this situation. I certainly hope that they will pro-rate my contract when I cancel it. I'm now having doubts about that as well. I live on disability and cannot afford a new microwave on my fixed income That was the whole point of having this contract.Please let me know what can be done.Thank you so very much.

  

  Business Response

  Date: 11/20/2023

  This is in response to the report you received from our customer regarding the six-year-old ** Microwave we recently serviced.
  
  The customer had telephoned ********************** to report the Microwave wasn't working. ************** completed a service call on September 22, 2023, and placed an order for parts. Then, as the customer indicates in her report, ********************** was notified that the parts needed to repair the customers Microwave were obsolete and no longer available. Unfortunately, ECM has no control over obsolete parts and, therefore, our office advised the customer that we could no longer provide ********************** for the Microwave. 
  
  We understand that the customer believes she should receive the replacement coverage for the Microwave. While the customer does have replacement coverage on this appliance, obsolete parts does not qualify for replacement under the terms and conditions of the contract,as listed on the front of the customers contract that reads as follows:
  
  Obsolete Parts are Not Covered for Repairs and/or Replacement:Equipment and/or products condemned by ECM due to obsolete parts shall be replaced by owner at owners expense even if covered by replacement. Obsolete parts defined as parts no longer manufactured or not available for purchase through ECMs usual suppliers.
  
  We do value this customer and appreciate the opportunity to respond to her concerns. However, ECM is responsible for abiding by the terms of the contract for all of our customers.
  
  This brings us to the customers comment regarding the company is trying to be sold. As a point of clarification, ECM was sold almost a year ago. At that time, Mr. ************************ CEO (and previous owner of ECM) had a letter emailed to all contract customers.  We are sorry that this customer did not receive it. By copy of this response,we have listed the letter below for the customers review.
  
  Dear Valued ECM Member,
  
   We are excited to share some great news with you! ECM has recently been acquired by a large equity firm wishing to penetrate the Home Warranty market, which ECM has dominated for years. 
  
  This acquisition was made possible by ECM's exceptional reputation and potential for growth. The new equity firm owns 18 HVAC companies, and we are thrilled to announce that this move will allow us to ACCELERATE our growth and expand our services throughout the ****************. 
  
  One of the reasons for ECM's rapid acquisition is the equity firm's desire to enter and penetrate the home warranty market throughout the entire ****************. 
  
  The BEST NEWS is that you can continue to rely on us as we strive to provide the same exceptional service you have come to know and love year after year -- all while expanding our resources, territory, and reach even further so that we can bring all of the excellent services ECM has to offer to more and more customers!
  
  We share this to say that ECM isn't going anywhere except for going BIGGER, LARGER, and STRONGER!
  
  In addition to this incredible news, we'd also like to share that *********************** will remain CEO of ECM and oversee the coming expansion of ECM and its brand name across the whole state of Florida! 
  
  We're writing this letter to calm any rumors, inform and ensure our customers that your coverage options won't be changing. 
  
  So that means your air conditioning, appliances, plumbing, and electrical will all still be covered and continue to be covered by ECM! You'll still receive the same great coverage you've been experiencing year after year as we expand and grow to continue providing you, as well as new markets, our exceptional service and coverage options! 
  
  We're only growing bigger and better to continue serving you, our loyal customers!
  
  Please share this and let your friends and family know so that they can spread the GREAT NEWS and join the ECM family as we grow bigger, larger and better than ever!
  
  Please do not hesitate to contact us with any questions or concerns. We're here to continue serving you!
  
  Thank you so much for being a valued ECM member and trusting us to service all your home repair needs!
  
  We hope that you will continue to remain an ECM customer and allow us to serve you in the future.
  
  To this end, we hope we have provided sufficient information to address both concerns by this customer and that she will consider continuing with ECM. If the customer ever has something that concerns her, we ask that she telephone our ************************ at **********************. This line is manned by both a Manager and a Supervisor and both would be more than happy to assist her. 

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have purchased a new Trane 5 Ton ** unit in May 2016 with 10 years warranty. We always took good care of it. However, the ** starts having issues as below and we are completely OUT of ** for 2 WEEKS (in South *******) Weve been dealing with ECM (East Coast Mechanical ***** and according to ECM, they are getting defective parts from Trane authorized dealer. (As per ECM Tech ***** who came to our house on 11/10/2023, ************* dealer is the one ECM is getting parts from) ECM company number is ***************. Trane ** dealer in ******* is ************** It has been very difficult to live without ** in South *******. Our house humidity became very high and concern about not only our health but also our pet. I think we have been very reasonable about this, but it feels like our kindness is being abused. As of 11/10/2023, a tech person came to install a new Trane compressor (2nd one), but he stated that the compressor was defective again. He left our house before noon but came back in the afternoon to troubleshoot more and found out that there were broken Trane metal pieces inside the tube which is connected to the compressor (Appendix A). He stated that most likely those metal pieces caused the loud noise on 11/3/2023 and 11/10/2023. On 11/6/2023, a supervisor ***** from ECM came to our house, he did not troubleshoot to find the broken metal pieces. As per the tech person #*** (*****) from today 11/10/2023, stated that it seems to be the broken metal pieces came from inside the new Trane compressor, but he is not sure if it came from 1st or 2nd replacement compressor. (in my opinion, it could be the 1st one because it was making loud noise but no one bothered to troubleshoot) Please see ECM reports below: (there are some misspelled words as the techs typed) The blue highlighted dates were actual ECM visit dates. The problems occurred a few days to a week prior to the actual appointment dates.

  

  Business Response

  Date: 11/27/2023

  This is in response to this customers report to your office regarding their 7 year old Trane Air Conditioner installed by another company.
  
  On conclusion of our research, we learned not only was the needed part delayed by the manufacturer, Trane, but Trane also shipped to ECM a damaged Compressor on two separate dates. By copy of this letter, we would like to extend to the customer our sincere apologies for any inconvenience caused them as a result.
  
  Unfortunately, ECM has no control over any estimated time of arrival by any manufacturer or the condition of the part. Nevertheless, we are happy to report that the part has since been installed to the Air Conditioner on November 21, 2023, and the customer now has cooling. 

  Customer Answer

  Date: 11/30/2023

   
  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:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a contract from ECM. I requested air conditioner (ac)service, a tech arrived, just looked at the ac, did and fixed nothing, said I needed a new coil but tried selling me a complete new ac unit He looked at the outside part and said I need a new motor and fan with new blades. Again he tried selling me complete new ac system. I told him Id think about it and went into my house. I requested a cancellation of my $548.38 yearly service contract with ECM only 12 days into a yearly contract. They pointed out fine print that there would be a $120 cancellation fee that I wasnt told about when it was sold to me over the phone with being able to cancel. Well, I was duped for $120. ECM claims the technician was working on my ac unit for over the 30 minute service call ($120). They claim to have a tracking. I can attest to the fact it took longer than most visitors from the community guards security gate to arrive at my door and have no idea when he actually left my driveway after completing any paperwork. ECM claims he was working on my ac for longer then he actually was (although nothing was actually done).Because of this lapse of time ECM withheld an additional $273.47 of my refund claiming he was working in my house over a half hour. I am accepting the fact I was duped for the $120 for a hidden cancellation fee, but I find it appalling how they think they can cheat senior citizens just because I chose to pay in full upfront instead of monthly and keep more money than they are contractually ***********. I accept they duped me, a senior for $120 cancellation fee that was hidden in fine print but I require a refund of $273.47 that they withheld inaccurately from my approved refund. The time they claim the tech spent on my air-conditioned is inaccurate.

  

  Business Response

  Date: 11/09/2023

  This customer's file has been reviewed regarding the nine (9)year old Rheem Air Conditioner in his home, as well as his cancellation of the ECM Service Contract he purchased on July 19, 2023.
  
  For simplicity purposes, we have listed the comments he has made to us, along with a response:
  
  CUSTOMER: I was not told about a 10% cancellation fee when I was sold the Service Contract.
  
  OUR RESPONSE: As you know, when a customer signs a document, they assert that they understand the document and agree to be bound by the terms and conditions. As indicated directly above the customer's signature on the contract, the following verbiage is listed  - a 10% administrative fee will be deducted from all contract cancellation premiums.
  
  CUSTOMER: A guy came and didnt do anything but look at it and told me I needed a Coil, a Variable *************** and Blades and said it wasnt worth it I should just buy a new one. The following day I got an estimate for thousands of dollars.
  
  OUR RESPONSE: Our AC Technician had completed a thorough diagnostic of the customer's Air Conditioner. In doing so, he was at the home for over an hour. This was also confirmed by our GPS System.  Subsequently, the customer spoke to our office.  At this point, it is our responsibility to educate customers on our findings and any available options.  Therefore, our office advised the customer that the parts were still under warranty but the flat rate for this repair would be a total of $1,664.00.  It was also suggested he consider replacing his older Air Conditioner.  Replacing an older air conditioner has several benefits. However, regardless of the benefits of purchasing a new Air Conditioner, it is ultimately always the customers decision to make. In this case, he chose to go elsewhere and cancelled his contract.
  
  CUSTOMER: The other company I used said I didnt need all the parts that ECM said I needed.
  
  OUR RESPONSE: We are not sure why that is,but we do know our Service Technician has been with us for years and spent the time needed to make a valid diagnosis. However, if there was an error, ECM would certainly have done the right thing and refunded the customer for anything that was not needed.
  
  CUSTOMER: ********************** sent fictious documentation to my credit card company. ECM told the credit card company that the service call was $380, and I got verification that the service call was $120.
  
  OUR RESPONSE: The verbiage on the customer's Invoice states the following: ********************** CONTRACT HOLDER YOU SAVED A TOTAL OF $120.00.  The $120 is what we charge our Contract Customers to dispatch a technician for a service that is not covered under the contract. 
  
  The terms on the Contract states: If the contract is cancelled by ECM, All services calls rendered by ECM will be billed at full retail price but not less than ($120 per call) which includes the first hour, plus ($90 for each additional hour)   The full retail value of the services rendered to you was $300,as ************** was at your home from 4:15pm to 5:25pm.
  
  CUSTOMER: Your company is going to be losing a lot more money because Im retired, and I have nothing else to do but write reviews.
  
  OUR RESPONSE: The last thing we want is a negative review from the customer or any customer. However, we are obligated to all our contract customers to adhere to the terms and conditions of the ECM Service Contract. 

  Based on the foregoing information, ECM will not be issuing a refund.

   

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20846314
  
  I am rejecting this response because the tech did not spend the time as they are claiming. Attached are ****** reviews confirming techs are only interested in selling a complete new unit. ECM's response that my unit is 9 years old is correct and the tech should have known that the parts were covered under the manufacture's warranty. The tech spent less that a total of 15 minutes between looking at my unit inside part and outdoor part including the time he was hard selling a replacement unit. I admit I was duped for the $120 but they withheld additional money as stated. Would appreciate  ECM, a company of their size and "reputation" to just refund the measly sum of $273.47 so I can be satisfied with ECM.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 11/09/2023

  ECM's response was that their GPS confirmed him at my address.  As I mentioned in my original statement, he very well could have but not in with me. I am stating the only possible explanation if their GPS time was correct, this tech was in his truck at my address a while before he knocked at my door. When I went in my house I do not know how long he was in his truck before he actually left my address. In addition it does not take all that time to determine the parts he claimed needed replacement would take any where near what ECM is claiming. 

  In addition I had emailed the attached email as shown on 8-1, not the date that was stated to BBB, which they claimed they didn't receive what I called about 2 weeks later to find out were my refund was.  I had to resubmit it for it to be acknowledged when I should have received my email by then. Documentation attached

  

  Business Response

  Date: 11/20/2023

  ECM's position remains the same. 

  Customer Answer

  Date: 11/29/2023

  Kindly add the attached to the closed file. It is important to make people aware of experiences of others.

  Thank you

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

• Initial Complaint

  Date:10/20/2023

  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.

  During my contract I had an air conditioner tune-up which I paid extra for. In August when the tune-up was done the service tech left a plate that was attached inside of the air handler and two screws hidden on the side unattached. I called the customer ********************** Mgr. ******* and asked her to have this sloppy work corrected and the plate and screws reinstalled. She informed me, you did not renew your contract and we not coming back! I informed her the work was preciously done and paid for and she still refused. This company is unrepeatable and this work is a code violation.

  

  Business Response

  Date: 10/23/2023

  This is in response to the report you received from one of our past customers regarding the tune up ECM completed on August 10, 2023, to the Air Conditioner in his home.
  
  The tune up was completed, without incident. There was no further contact from the customer regarding the tune up, until over two (2) months later on Friday, October 20, 2023, when the customer telephoned us to report a "plate" that he believes belongs to the Air Handler cabinet was left lying next to the Air Handler, along with a few screws. The customer requested ********************** absorb the cost to dispatch a Service Technician back to his home to reinstall the plate.
  
  The customer was advised that if he had telephoned us shortly after the tune up, or even a few weeks later, we certainly would have returned but at this late date, we can no longer dispatch a technician.  In addition, by this time, another company could even have been responsible for the loose metal piece, as the customer chose to allow his ********************** Contract to expire over a month ago on September 14, 2023.
  
  Further, and as a point of clarification, there has been no code violation as the customer alludes to his in report. In fact, the terms and conditions of the ECM Service Contract state the following under Item No. 1:
  
  EAST COAST MECHANCIAL, INC.No services or work in progress beyond the expiration date will be scheduled or performed
  
  Under the circumstances, ECM has closed our file on this matter. 

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20759838
  
  I am rejecting this response because:
  The plate and the two screws were lying on the side of the air handler which was not discovered until the time I informed ECM. ECM is unreasonable for not correcting their sloppy work they are careless. ECMs assumption that another company could have been responsible speaks the respondents stupidity:if another company worked on the handler after ECM why would not call the other company? Why do ECMs employees throw parts around and not reinstall them? TO THE CONSUMERS READING THIS RESPONSE BEWARE ECM IS IRRESPONSIBLE, UNTRUSTWORTHY AND COMPANY LACKING IN LOYALTY. THERY DO NOT EVEN CONSODER THE 14 YEARS I RENEWED THEIR CONTRACTS. I DISCONTINUED THEM BECAUSE OF THEIR POOR SERVICE AND INCOMPETANT WORK. IT TOOK THREE TECHNICIANS AND A SUPERVISOR ONE MONTH TO COMPLETE  A WATER PUMP REPALCEMENT AND FIX THE REST OF THEIR INCOMPETANT WORK SO THAT THE DISHES WOULD BEGIN TO CLEAN WHICH THEY WERE NOT. THINK TWICE BEFORE YOU DEAL WITH ECM AND THEIR OVER PRICED CONTRACTS.
  
  
  
  *********************************

  

  Business Response

  Date: 10/26/2023

  ECM's position remains the same. The customer is reporting an issue months after ECM was at his home for the Air Conditioner. In addition, the customer no longer has an ********************** Contract.  No further action will be taken.

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20759838
  
  I am rejecting this response because:
  
  ECMs redundant response does not validate the complaint that work incorrectly done during a contract does not negate their responsibility to do the incorrect work correctly. It is not my responsibility to check the handler for parts thrown on the side of the air handler not installed and find them two months later. If ECM did not hire low pay scale incompetents the work would have been done right in the first place. The difference between ECM who have 48 complaints in the last three years [not including mine] and has a one-star rating with the BBB is simple to explain. Good companies listed with the BBB have Zero complaints after 10, 20 and even 42 years.  Obviously, that's because they stand behind their work. In fact, when I asked the roofing company's manager who I retained to reroof my house who was in business 42 years, how are you able to be in business this long and have zero complaints.  He responded, we always make the customers happy even if we lose money.
  
  The new owner of ECM is a low level thinker. ECM could of come back and redo the sloppy work when they were in my HOA doing other work and corrected it in 10 minutes at no cost to them. Instead, ECM prefers to accumulate complaints and negative advertising. The new owner should to learn the fundamentals of business. I suggest he/her take ********************* and Mgt at a community college and work up to advanced business studies to learn how to operate a successful business. I can assure ECM that I will report back to our ***** house community about my my experience(s) at the next HOA Board meeting. I will not be surprised that ECM files Chapter 11 in the future. This business is not for amateurs Since all ECM can do to defend themselves is repeat the same irrational explanation: That we do not warranty incorrect work after two months I will repeat myself as well. TO THE CONSUMERS READING THIS SECOND RESPONSE BEWARE ECM IS IRRESPONSIBLE, UNTRUSTWORTHY AND COMPANY LACKING IN LOYALTY AND DOES NOT CORRECT FAULTY WORK. IN CLOSING, I SAY TO ECM  GOOD RIDDANCE!
  
  *********************************

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first purchased a contact with this company May 1, **** and have been with them ever since. They have been pretty good with service until recently. I have mostly everything covered with replacement coverage including all appliances. My French door refrigerator started freezing up months ago. They replaced the drain kit in the back and all seemed ok for awhile. Recently frost keeps building up between the door and the freezer at the bottom. They came out and replaced the ice shoot. They also replaced gasket around freezer door and the drawer rails for which I was charged $287.61 (on August 9th). That did not solved the issue of ice building up. All coils have been cleaned and fan etc. cleaned and vacuumed. Now they say the door may be bad and I have to order and brand new door that would cost at least $500 and don't even know if that will fix the problem. At which point I might as well buy a new refrigerator so I am not throwing more money away. After 5 service calls and issue still happening they will not provide the $500 replacement amount that I can put toward a new refrigerator. They say they are in the repair business not replacement business so why do I even have replacement on my contract. Also the cost of contract for the year was $458 and the cost of parts recently was $287. If BBB can't me resolve I may have to go to small claims court. I would like this company to provide me with the $500 replacement amount that I can put toward the new refrigerator that I am purchasing.

  

  Business Response

  Date: 10/19/2023

  We are sorry we disappointed this long-time contract customer. We reviewed our records and learned the customer had contacted ********************** as their ice maker was icing up and the door was not closing. The following parts were ordered and installed as follows: Rail - The replacement drawer rails were damaged caused by the frost buildup (which is a common issue with refrigerators); Drain Kit - To prevent further frost buildup via air infiltration and a Freezer Door Gasket to further prevent the frost buildup and allow the door to close properly.  The customer did pay $287.82 toward the repair. Unfortunately, these parts did not correct the issue. The only solution at this point was to replace the Freezer Door.  The customer decided to purchase a new Refrigerator.  We have since telephoned the customer and advised him we would refund the total amount he paid of $287.82, as the Refrigerator does not qualify for replacement coverage.  We understand he was satisfied with this response. 

  Customer Answer

  Date: 10/19/2023

   
  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:08/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This all started at approximately 3-4AM on Saturday morning, 8/19/23. It felt warm in my home. Typically when I sleep, I set my thermostat at 70. I went down to find the interior temp at 79. Here we go again, I thought as this has been ongoing for the past year with my two and a half year old ** unit! I set my alarm for 9am as I knew ECM would be open then. They scheduled a tech for -12. Long story short, he told me about an issue that would require replacement of the compressor and he put in the order for it. He said I would hear from the scheduling **** Monday to schedule an appt. for installation which would take 2-3 hours. Monday comes and I don't hear anything so I called the scheduling ****. She switches me to the parts ****. I leave a message on their voicemail. I got a call back later asking me for a payment of $669! I asked why I had to pay given the ** is still way under warranty and I'd already payed for the replacement of the motor several months prior almost $800! Please keep in mind, I also pay ECM a yearly fee for **, plumbing, electrical and appliance maintenance which covers repair or replacement!!! Upon getting the request for payment, and finding out that it wasn't for the part but for the labor and freight and the tech "shouldn't have told me he put the order in for it and it would be scheduled on Monday because they never schedule before payment is received," I said, I'll pay you money I honestly don't have so what's next? How long will it take? She said 5-7 days. I was not happy as it's almost 90 degrees in my house and I have 2 Golden Retrievers as well as myself and a roommate!I called ****. ****. today (6 days later) to get an ETA because the parts ****. has not returned my calls NOW THEY'RE TELLING ME the 31st! ANOTHER WEEK LIVING IN A 90 degree house! This is INHUMANE! I started crying and when I cry, I raise my voice...the CSR was getting nasty with ME! Puts the phone down and complains about me yelling! NOT OKAY

  

  Business Response

  Date: 08/30/2023

  This is in response to the report you received from one of our customers regarding service to her 3-ton Carrier Air Conditioner installed on March 18, 2021, by ECM.
  
  We reviewed the customers file and learned that the customer telephoned ********************** on August 19,2023, to report her Air Conditioner had stopped cooling. Later that same day,our Service Technician arrived to complete a thorough diagnostic to the system.As a result, he learned that the Compressor had failed and needed to be replaced.
  
  Accordingly, the Compressor to the Air Conditioner was covered under the 10-year manufacturers limited parts warranty. However, the coverage does not include labor or any other related costs to repair the Air Conditioner. In addition, and as a point of clarification, the ECM Service Contract covers mechanical failure due to normal wear and tear and not defects covered under the Manufacturers Warranty, as listed under Item D. on the reverse of your Contract:
  
  D. MANUFACTURERS WARRANTY: Customer agrees and understands that the
   Manufacturer must perform all necessary warranty repairs and Customer will be responsible
  for all related cost such as service, labor, and shipping, parts processing fees and pick-up and
  delivery of part. ECM shall not be responsible for the cost of servicing or replacement of such
  equipment, if such equipment is within the manufacturers warranty or if manufacturer fails
  
  Nevertheless, although the charge for this type of repair on a Warranty Compressor is $1,090.53 for labor and all related costs (which is the normal rate in the industry), we appreciate the fact that the customer chose ********************** to be her Service Contract Provider. With this mind, our owner, Mr. ************************ has authorized an exclusive flat fee for ECM contract customers only to cover warranty processing incidentals.  In this customers case the fee was $569, providing a savings to the customer of $521.53. Note: There was an additional $100 charge for freight charges from the manufacturer.
  
  For further clarification, below is the process ECM needs to follow in order to return the air conditioner to manufacturers specifications.  We listed this for your review, as most customers are simply unaware of the expenses incurred that fall under labor when repairing an air conditioner. We hope you will find this further substantiates why our industry charges over $1,000.00 labor/incidentals for this type of warranty repair.
  
  EXPLANATION OF WORK NEEDED
  2.5 Hours labor to install the Compressor
  1 Hour travel minimum to pick up and return the warranty Compressor
  1 Hour minimum to process the required warranty paperwork and pick up the Compressor
  15 pounds of Refrigerant (value $900)
  Liquid line filter drier to remove acid and moisture from entering Compressor
  Acid flush kit to clean interior of copper lines
  Welding supplies, copper fittings
  
  While we have no control on the availability of parts from the manufacturer, we are glad to confirm the repair has since been completed on August 28, 2023.  To this end, we truly hope that the information covered herein conveys a clearer description of the situation.  That said, however, and by copy of this email, we would like to take this opportunity to extend to the customer our sincere apologies for any rudeness she may have experienced. We take her comments seriously and will look into this matter further for internal handling. 

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20516278
  
  I am rejecting this response because:

  ECM should have some type of rescue policy if an owners AC unit is down for more than a day in this area!  My house was literally at 90+ degrees for TEN DAYS!  This is unacceptable!  At the VERY LEAST, they should offer a portable unit of some sort to their customers if its going to take this long!  My AC unit is only 2.5 years old and this is the SECOND TIME this has happed!

  Although the repair has been made, I went TEN DAYS in a 90 DEGREE HOUSE!  I have physical issues, 2 dogs as well as a roommate who has health issues as well!  I do not feel comfortable that in the hot summer months in ******* that it should take ten days to get a  repair like this done!  During this time, one of my dogs passed out from heat exhaustion!!!  Luckily it was in my family room/kitchen area so I was about to surround her with ice packs and resuscitate her!  What would have happened if she didnt make it?  I cannot even think about it!

  I have been a customer of theirs for almost 20 years and since ****************** sold to investors, they have no accountability and no respect for their customers!  I wasnt even called to be advised that the part was on back order!  Dont even get me started on what my conversation was like with the Customer ********************** Manager!  Nastiest person Ive ever spoken to!  If I was the HR Manager, that person would have been fired immediately!  Customer ********************** means treating your customers with respect!  Not speaking to them the way that person spoke to me.

  So, all of this being said, No!  I do not accept and rejecting the response!  I am disappointed and disgusted with ECM after all of the years of being their customer, Im horrified at how they handled this situation!

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

• Initial Complaint

  Date:08/14/2023

  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.

  i paid for an annual service contract, amount $594.00 included in contract is drain rooter service, (interior of home to 10 feet) i had a back up in guest bathroom, shower, call for service, tech arrived, said they sent him for emergency, showed him the shower, he immediately said i had "root problem"this was without using camera, which is the only way to determine this particular problem, no attempt was made to use a snake to open clogged shower drain, told me he would have someone come out, no one showed, few days later i called to inquire the status of shower drain, was told would have to clear clog from roof, a charge of approx $300, i reminded person on phone that the contract states interior of the home up to 10 feet is included to open clogged drain, told me a charge would have to be paid to remove toilet, i indicated i would remove toilet, even though this should be the responsibility of the company, at that point i realized i contracted with a company that is not intend on complying with the contract, i wrote a letter canceling contract, they continued to bill my credit card, i intend to get $ 150 returned to my card, and let others to be careful when doing business with east coast mechanical.

  

  Business Response

  Date: 08/19/2023

  We have reviewed this customers file and found that the customers report is different from our records. On June 5, 2023, this customer telephoned ********************** to report that the shower was backing up in his Guest Bathroom Shower. The following day *********** was dispatched to the customers home.
  
  The plumber immediately discovered that the main line to the home had a clog, but the customer did not know where the drain clean out was located.After approximately 45 minutes trying to locate the opening, the plumber had no choice but to offer to snake the line from the Roof with a camera.
  
  This type of service is not covered under the ECM Service Contract. The customer refused the ********************** and there was no further contact from the customer. In fact, the customer chose not to pay the $45 trip charge that was due for the service call, and he did a full charge back on the contract that was purchased back in March 2023. Under the circumstances, we think it is in ECMs best interest that we have parted ways with this customer.We have since closed our file on this matter.  
  

  Customer Answer

  Date: 08/22/2023

  FIRST A CORRECTION, SOMEONE CAME OUT SAME DAY I MADE THE CALL, HE WAS NOT PREPARED TO DO ANY UN****GING OF THE SHOWER DRAIN, HE SAID HE WOULD SEND SOMEONE, WHEN I DID NOT RECEIVE A CALL THAT DAY, I CALLED THE FOLLOWING DAY TO ASK WHEN SOMEONE WAS COMING OUT. I REMINDED THE PERSON ON THE ****** THAT THEY SIMPLY CAN REMOVE THE SHOWER DRAIN COVER AND SNAKE THE **** FROM THERE, I ALSO TOLD THEM THE CONTRACT READS INTERIOR OF THE HOME TO 10 FEET, THAT'S THERE CONTRACT *****, NOT MINE, THEN SAID THEY WOULD GO IN FROM THE ROOM, FOR AROUND $350.00

  NOW THIS IS THE MOST IMPORTANT POINT I WANT TO MAKE, MY SERVICE CONTRACT CLEARLY STATES THAT "DRAIN ****** SERVICE ( INTERIOR OF HOME TO 10' )

  MEANING 10 FEET, ALSO I THINK IT'S IMPORTANT TO ASK HOW THE PLUMBER IMMEDIATELY DISCOVERED THAT THE MAIN LINE HAD A ****, NO CAMERA WAS USED, 

  THIS IS CLEARLY AN UPSELL SITUATION, IF ECM WANTED TO UN**** THE SHOWER THEY WOULD HAVE SIMPLY WENT DOWN THROUGH THE SHOWER DRAIN, IT'S THAT SIMPLE.

  I AM INCLUDING A COPY OF THE SERVICE CONTRACT WHICH STATES 10 FEET INTERIOR OF HOME, ECM DID NOT HONOR THE ***** OF THE CONTRACT, THEREFORE THEY SHOULD REFUND ME $150.00 THAT THEY CHARGE TO MY MASTERCARD AFTER I TERMINATED THE CONTRACT, BY MAIL AND PHONE

   

  THANK YOU

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

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20460459
  
  I am rejecting this response because:

  FIRST A CORRECTION, SOMEONE CAME OUT SAME DAY I MADE THE CALL, HE WAS NOT PREPARED TO DO ANY UN****GING OF THE SHOWER DRAIN, HE SAID HE WOULD SEND SOMEONE, WHEN I DID NOT RECEIVE A CALL THAT DAY, I CALLED THE FOLLOWING DAY TO ASK WHEN SOMEONE WAS COMING OUT. I REMINDED THE PERSON ON THE ****** THAT THEY SIMPLY CAN REMOVE THE SHOWER DRAIN COVER AND SNAKE THE **** FROM THERE, I ALSO TOLD THEM THE CONTRACT READS INTERIOR OF THE HOME TO 10 FEET, THAT'S THERE CONTRACT *****, NOT MINE, THEN SAID THEY WOULD GO IN FROM THE ROOM, FOR AROUND $350.00

  NOW THIS IS THE MOST IMPORTANT POINT I WANT TO MAKE, MY SERVICE CONTRACT CLEARLY STATES THAT "DRAIN ****** SERVICE ( INTERIOR OF HOME TO 10' )

  MEANING 10 FEET, ALSO I THINK IT'S IMPORTANT TO ASK HOW THE PLUMBER IMMEDIATELY DISCOVERED THAT THE MAIN LINE HAD A ****, NO CAMERA WAS USED, 

  THIS IS CLEARLY AN UPSELL SITUATION, IF ECM WANTED TO UN**** THE SHOWER THEY WOULD HAVE SIMPLY WENT DOWN THROUGH THE SHOWER DRAIN, IT'S THAT SIMPLE.

  I AM INCLUDING A COPY OF THE SERVICE CONTRACT WHICH STATES 10 FEET INTERIOR OF HOME, ECM DID NOT HONOR THE ***** OF THE CONTRACT, THEREFORE THEY SHOULD REFUND ME $150.00 THAT THEY CHARGE TO MY MASTERCARD AFTER I TERMINATED THE CONTRACT, BY MAIL AND PHONE

   

  THANK YOU

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

  Attachments:

  IMG_7328.jpg

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

  Customer Answer

  Date: 08/25/2023

  HAVING HAD  A CONVERSATION WITH A MASTER PLUMBER, IT'S IMPORTANT I SHARE THE **** THAT IF WHAT EMC SAID WAS TRUE " THAT MY MAIN WAS CLOGGED, THEN ALL BATHROOMS WOULD HAVE HAD BACK **** WE ALL SAW THAT ONLY THE ***** BATHROOM SHOWER WAS HAVING THE PROBLEM, 

  HOW CAN THIS BASIC PLUMBING PROBLEM OTHERWISE BE EXPLAINED, UNLESS WITH AN UNTRUTHFUL REPLY,   MY RESOLUTION IN FOR EMC TO REFUND THE MONEY THEY AUTO DEBIT MY ACCOUNT, 

  

  Business Response

  Date: 08/25/2023

  In response, ECM responded with the facts based on the records we have on file, not hearsay.  In addition, while our position remains the same, the customer is not owed any monies as he rescinded all payments and, as a result, has not paid any monies to ECM.

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20460459
  
  I am rejecting this response because:

  HAVING HAD  A CONVERSATION WITH A MASTER PLUMBER, IT'S IMPORTANT I SHARE THE **** THAT IF WHAT EMC SAID WAS TRUE " THAT MY MAIN WAS CLOGGED, THEN ALL BATHROOMS WOULD HAVE HAD BACK **** WE ALL SAW THAT ONLY THE ***** BATHROOM SHOWER WAS HAVING THE PROBLEM, 

  HOW CAN THIS BASIC PLUMBING PROBLEM OTHERWISE BE EXPLAINED, UNLESS WITH AN UNTRUTHFUL REPLY,   MY RESOLUTION IN FOR EMC TO REFUND THE MONEY THEY AUTO DEBIT MY ACCOUNT,
  

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

  Customer Answer

  Date: 08/26/2023

  business should and must respond to the statement they made that the main sewer line was clogged, and how other bathrooms were draining properly if the main was clogged, 

  contract states that inside home clogs cleared up to 10 feet,

  emc has no directly replied to these facts, 

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My A/C was not cooling properly. ECM's solution was to clean the exterior condenser coil and quoted neatly $500.00 for same. They said it was a 2 man job and would take 2-3 hours. I approved the work. They sent one person for one hour and charged nearly $500.00 in labor (outrageous)!!! After cleaning the coils, the A/C still did not cool properly. They sent a technician back to take another look. He determined it was a faulty expansion valve and quote approx. $300.00. I did not approve but instead called a competitor who came out and determined the issue was a bad relay covered under warranty. I called ECM to complain but could not get a call back from a supervisor. As the owner of a local real estate brokerage, I would never recommend any of our customers to use ECM.

  

  Business Response

  Date: 08/19/2023

  We have reviewed this customers file and learned that on July 11, 2023, this customer telephoned ********************** to report his 6-year-old Trane Air Conditioner had stopped cooling. Our office advised the customer that there would be a $90 diagnostic/trip charge fee and the service call was scheduled for the following day.
  
  As promised, our Service Technician was dispatched to the customers home and during his diagnosis he found a dirty Condenser Coil causing an improper heat exchange. (As the steam enters the coil, the steam loses its heat to the colder air creating heat exchange. During this process, the moisture turns into condensate (liquid) that needs to be removed from the coil as quickly as it is formed).
  
  The customer was advised that there would be a $483.84 charge to perform this maintenance to the outside coil and this was done on July 15,2023. Upon completion, ************** checked all pressures to the system and found the unit working in line with the manufacturers specifications.
  
  However, on July 17, 2023, the customer telephoned ********************** again to report the ** was not cooling. Later that same day, our Service Technician was dispatched, at no charge to the customer, and found that the control board and harness were also defective. When our office telephoned the customer regarding the parts, he advised ********************** that he already had another company repair the Air Conditioner.
  
  Certainly, that is the customers prerogative. Nevertheless,we did want to mention that the customer indicated the other company stated the issue was a bad relay. This was surprising as there is no relay to the Air Conditioner in the customers home.
  
  Lastly, we were surprised that the customer was unable to contact the manager. We not only have several managers in place, but we also have a fully staffed ************************ to assist customers wherever needed.
  
  To this end, we appreciate your notification which allowed us the opportunity to respond. 

  Customer Answer

  Date: 08/21/2023

  Complaint: 20417808
  
  I am rejecting this response because:

  I approved the $483.84 cost for the cleaning of the exterior condenser coil based on ECM representation that:
  

  1.  It was a 23-hour job requiring 2 technicians (I would never approve a one man one hour labor charge of $483.84.)  
  2.  The cleaning of the condenser coil would solve the issue.  It did not  
  3.  That it was a bad expansion valve, not a defective control board and harness. 
  4.  That upon the technicians arrival for the initial visit that the system pressure was in line with the manufactures specifications. The system pressure was not an issue
  5.  If you record your calls, check your records and you will hear my request to speak with a supervisor, the response that there were none available, and my request to have a supervisor call me.  I never received a call back.
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/23/2023

  ECM'S position in this matter remains the same. We will not be taking any further action regarding this matter. 

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased my first AC unit from ECM in 2012. It had a 10 year warranty. About 10 years and 2 months later, during a tune up in May of 2022 I was presented with pictures of a unit that was rusted out and failing. A salesman came and spoke to me about the need to replace the unit and a special financing option thru *********** He also said I would get a $300 tax credit, and a $125 rebate from *** as part of this sale. Neither the tax credit nor the *** rebate ever appeared and I had already bought the unit , finance charge free for *************************************************************** late May 2022. Today I took advantage of the $59. tune up special, but low and behold I was presented with a panel covered in mold. The service tech told me that I needed to purchase a ** light fixture, which would resolve the mold issue. The unit cost $795. and was installed today. I do have breathing/lung issues so a clean operating system is important. The tech told me that the unit has a 10 year warranty and should have been installed when the unit was originally purchased. He then informed me that I should replace the ** unit every 2 years....so what good is the 10 year warranty? I was formerly an ECM service contract customer for several years, but did a major renovation and all of my appliances were under manufacturers warranty. I am very frustrated with ECM overall and feel I have been misled and taken advantage of in a very misleading and underhanded way. The tech did not leave me any info or warranty information for the new ** Light he installed and discarded the $59 special tune up price flyer.

  

  Business Response

  Date: 07/12/2023

  This is in response to the report you received from one of our customers regarding recent maintenance to her 2.5 Ton Rheem Air Conditioner installed on May 24, 2022, by ECM.
  
  Based on the customers comments, we were pleased to have the opportunity to clarify some information that is contrary to what the customer indicated.First, we hope the customer will be happy to know that the *** Rebate was not $125 but $150 and was an Instant Rebate as listed on her written proposal.This means it immediately came off the total price of the new Air Conditioner at the time of purchase.
  
  The second point we would like to make is that the $300 Energy Efficient tax credit is issued by the government and is the customers responsibility to include the credit when filing her taxes. However, if she did not take advantage of this under her 2022 taxes, we believe it may be retroactive and still available to her for this years taxes.We suggest she check with an expert.
  
  This brings us to the maintenance tune up our technician completed on July 5, 2023.  There is no indication on the work order the customer signed of any issues whatsoever during the tune up. Further, ECM is not a mold remediator company nor are we mold certified. However, the manufacturer of the ** System the customer chose to purchase does indicate that it prolongs the life of her Air Conditioner,besides killing over 99% of Airborne Mold, Bacteria, Viruses, and Allergens.
  
  ECM had also registered her ** System with the manufacturer,and she should have by now received an email from them covering the lifetime warranty on the system. If she has not yet received it, she can contact our ************************ at **********************.
  
  Further, customers have a choice to purchase a ** system at the time the ** is installed or anytime afterwards. At this late date, we cannot determine why the customer did not have a ** System installed with her new system,but we are glad to learn she has one now. In addition, by copy of this response,we would like to assure the customer that the ** System has no bearing on the manufacturers limited parts warranty the customer has with her new Air Conditioner. Her new Rheem Air Conditioner comes with a 10-year warranty on the compressor, 10-years on the outdoor coil, 10-years on the indoor coil and 10 years on all parts. 
  
  To this end, we hope this information clears up this matter for the customers; however, as covered herein, our ************************ is always available to help with any other questions she might have.
  

  Customer Answer

  Date: 07/12/2023

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