Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/19/2025

  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.

  Piedmont mechanical sent their technician to my home to repair my downstairs ac unit. He came and stayed for almost an hour then said randomly dont tell your home warranty service that I broke your other unit. I said what did you?. He said no but everyone always says he does. He then went on to say even though you require a replacement American home shield wont cover it but I can get it running by fixing the coil. The next day American home shield called and said that the technician said the coils need to be replaced due to DOG URINE!????? *** I dont even have a DOG!

  Business Response

  Date: 03/20/2025

  Our company was assigned by the homeowners home warranty company to make a diagnosis and report on the air conditioning system. It is our responsibility to simply report our opinion of the needs and conditions of the ac system. Our technician found that the ac system is leaking refrigerant and that it has clear and obvious physical damage as can be seen in the photos provided. Due to the physical damage of the system, the homeowners home warranty company declined coverage. I understand that the customer is upset that their claim is not covered by their home warranty company, but that is not our fault. 
  
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23087997
  
  I am rejecting this response because:
  Your diagnosis says dog urine as the cause. Do you all carry dog urine detectors because from how your technician carried presence in my home, he may have detected it from himself? 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/28/2025

  With all due respect, I find your comment about our employees smell offensive, racist, and disgusting. You have treated our staff with the upmost disrespect since the moment we came to your property. Furthermore, we never stated that dog urine was the cause of the failure, we simply stated that it was physical damage and that sometimes dog urine and other things of such nature can be the culprit. It is clear and obvious to anyone with any hvac experience that your system has sustained physical damage well beyond the scope of normal wear and tear thus causing your hvac system to not be covered by your warranty company. 

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A technician came to the house to make repairs via home warranty request. Job was completed, but needed better understanding of what was done when technician was there, what still needs to be done, and some other basic questions about my unit that only the technician could answer (operator and warranty company unable to answers the questions I still have). Called and spoke with operator who refused to place request to have technician call me back, and simply stated if I have any questions to talk with warranty company. All I want is for technician to call me back to ask the basic questions I have about my A/C unit.

• Initial Complaint

  Date:05/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Piedmont Mechanical collected the funds to rectify a problem with our air conditioner through American Homeshield (AHS). They came out to our home once but never fixed the problem but retain the funds. We have on multiple attempts try to have them return to fix the problem but each time they make an appointment, no one shows up. The last incident was May 17th confirmation and when AHS called they stated they cancelled again. This is after they guaranteed the appointment with the escalation department on May 15th with AHS and send confirmation to both me and AHS. This company is crooked and fradulent and needs to be investigated. I would like all funds collected to be returned immediately . This problem has been ongoing since april 4th.

  Business Response

  Date: 05/21/2024

  This appt for 5/21/24 was never confirmed by the customer we gave her till Friday at 4 pm to confirm the appt and did not pull appt till Monday still no confirmation?

  And as far as her requesting her money back that is between her and the Home warranty company they are the one who collects payment. We have rescheduled her for 5/23 and looks like she has finally responded to the appt confirm.

  The ********************* is the one she needs to request money back from not Piedmont Mechanical !

   

• Initial Complaint

  Date:07/27/2023

  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.

  Approximately 3 months ago, I used American Home Shield to replace my Air Conditioner. They contracted the replacement out to Piedmont Mechanical Contractors. The Home Warranty covered the replacement of the *** but it was out of code, so I had to pay $2300 to bring it up to code. As of yesterday, the unit was leaking water in the basement and has damaged several items. I'm not looking for replacement of those items, just want my BRAND NEW unit repaired and installed correctly. I have since then communicated with piedmont and they have told me to find another company since it is over their 30 days.

  Business Response

  Date: 07/27/2023

  On March 3rd, We installed a new air handler and heat pump through the home warranty company. We spoke with customer and explained to him we no longer work in the Woodstock area and it is outside her recall period through home warranty. She would need to contact AHS and create a work order to have someone come out fix clogged drain line.

  Business Response

  Date: 07/27/2023

  On March 3rd, We installed a new air handler and heat pump through the home warranty company. We spoke with customer and explained to him we no longer work in the Woodstock area and it is outside her recall period through home warranty. She would need to contact AHS and create a work order to have someone come out fix clogged drain line.

  Business Response

  Date: 07/27/2023

  On March 3rd, We installed a new air handler and heat pump through the home warranty company. We spoke with customer and explained to him we no longer work in the Woodstock area and it is outside her recall period through home warranty. She would need to contact AHS and create a work order to have someone come out fix clogged drain line.

• Initial Complaint

  Date:08/05/2022

  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.

  American Home Shield (AHS) sent 3 technicians from Piedmont Mechanical to repair my Air Conditioner/Heating each tech reported nothing was wrong with my unit. Then AHS sent a second opinion tech from All American that diagnosed the problem in 5 minutes. ****( *** **********, the tech from All American wrote an invoice statingfound the company before us that came out had striped out the drain line. Therefore it started to leak out the male fitting. Water got on the circuit board. ************ also making a noise. This is a smart system. Smart motor. Invoice # ***** When I contacted my home warranty AHS my claim was denied stating it was not normal **** and tare. Ive gone through several managers at AHSs ********************* requesting they contact All American and put ****s invoice # ***** in my records. They tell me they will but it has not been done. AHS say they are not liable for Piedmont Mechanical breaking my AC and it is nothing I can do except pay for Piedmont striping my drain line. I am a retired school teacher of 38 years pre-k to 8th grade all subject. I am a senior citizen without air or heat for over a month! Ive had AHS for many years with all of my homes. Please help me. I have a hard copy of the invoice written by **** from All American that AHS has never seen and apparently cant seem to get a copy.I have offered to send this invoice to them, go pick it up and hand deliver, but they say it is not possible. They are telling me I have to pay $2000.00 or so to repair AC/Heating. The invoice **** gave to AHS is different from the invoice he gave me a copy of. The two invoices say two very different things.Feel free to contact me at ********** or ********** at anytime.Thank you,*******************************************

  Business Response

  Date: 08/06/2022

  On 6/30 We went out for a no cooling call and found no mechanical failures with no issues with water leaking. On 7/6 we went out on a recall to find no mechanical failures again. No signs of water leaking this time out as well. On 7/13 Again no mechanical failure found. Unit is working as designed and cooling. On 7/29  we went out and that is when my tech found the stripped out fitting to the evap drain pan. That is what caused the water damage and we called it in to her home warranty and they denied the claim. On the previous trips out we never worked or touched her drain line. 

   

• Initial Complaint

  Date:07/28/2022

  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 requested a second opinion from American Home Shield and the contractors assigned was Piedmont Mechanicals Contractors, LLC. They came out on 06/28/2022. The technician told me he found two leaks, one where you insert the freeone and one other one which I dont recall where he said it was. I asked him to provide me with a copy of the invoice or whatever he was providing to AHS as his diagnosis. The technician said he would provide it by email, but he never did. I called Piedmont mechanical on 6/29/22, 7/6/22, 7/13/22, 7/15/22 and 7/17/22, but they never returned my call or provided me with their recommendation or findings. *** told me the technician told them he found a leak, but it was behind a wall that he could not access. I know the technician did not find a leak behind the wall that he could not access for several reasons all of which I explained to Piedmont Mechanical contractors and AHS. First, the technician came to my home and he did not turn on either systems so that he would be able to determine which was which outside as they were not marked and secondly, he looked at the unit outside for all of 2 seconds and came back in the house to inform me of his findings. He did not take any pics of the unit and provide any physical proof of what he found he did not have any tools while he was looking at the unit that he used to make his determination. When I left messages with his company I told them the same thing and asked them to have him explain how he came up with that analysis. They never did respond back. The company was very unprofessional for not responding back to a customer asking for a invoice showing their diagnosis. This is my property and they could not find the professionalism and decency to respond back. This shows they do not have the customers best interest at heart. This situation did not start out well to begin with as you are not allowed to talk to anyone at the the company. Everyone has to communicate via text message.

  Business Response

  Date: 08/06/2022

  6/28 We went out on a second opinion and found system void of refrigerant. We performed leak search and found that there is a leak inside the wall with no access. We called in diagnosis to the home warranty and they denied repairs for access. So when a claim is denied there is nothing else we can do because the claim has been closed. Her issue and information she wants is with the warranty company not Piedmont the company before us said the same thing.

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17640346
  
  I am rejecting this response because: I asked Piedmont on numerous occasions to provide me with a copy of what they provided to AHS.  All they had to do was provide me with a copy of the invoice they sent to AHS reflecting their diagnosis in writing.  It does not matter if they were called for a second opinion. They never responded to me or my concerns and to me that is unprofessional and a bit on the shady side.  They came to my home and could not provide me with anything to show they were there and performed any type of diagnosis. Where is their proof that the unit has a leak behind a wall?  Did they take pics of the readings on their tools? Did they take pics of the readings on the ** unit that reflects it was void of refrigerant?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/09/2022

  Once again we do not have any paper work that we send in to the Home warranty company we called in the diagnosis over the phone. If you need the report you should reach out to your home warranty company for that information and not us. We are contracted through your home warranty and have to follow protocol. We do not decide if something is denied or covered your insurance does. This is something you should take up with the home warranty and not Piedmont Mechanical.

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17640346
  
  I am rejecting this response because: While I understand it is AHS who approves or denies a claim , in my opinion it is the vendors responsibility to provide the homeowner with a diagnosis in writing of their findings if they visit your home on a service call.  If a simple diagnosis is requested from the technician the technician should inform the customer while on site this is not their policy to hold themselves accountable and put anything in writing. Bottom line just because AHS does not hold vendors accountable for their actions as a business I would expect Piedmont Mechanical to have higher standards and hold themselves accountable.
  
  Sincerely,
  
  *************************