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:08/18/2022

  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.

  True Mechanica was hired to replace air-conditioning units, install a minisplit, and replace venting. The company took more than 3 weeks to do the install, left all of the old ductwork on the premises, left a huge hole in the basement wall to the outside which became a portal for huge field rats to gain entry to the house. The rats destroyed home items, house decor and several wired electronic items. Additionally tenants had to move due to the infestation. The minisplit never worked and for several months the company has not provided a replacement for the unit. Additionally, because the minisplit is wired incorrectly at anytime that the unit is cut on with a universal remote the power shuts off on that entire side of the house and the circuit breaker has to be checked. Following the install of the minisplit, the hoses and wires are exposed on the outside of the house and for over a year the company has provided no cover. Also at the time of the minisplit install, the worker walked on the bed with plaster which could not be removed from the bedding, the room was left a mess, plaster and dust was everywhere, the wall was filled with more plaster and a complete eyesore, not smoothed out or repainted. The thermostats are faulty and will not maintain a steady temperature in the home. The lead worker was aware that 2 indigent seniors reside in the home and that temperature control is essential. The ductwork is still hanging from the basement ceiling and after multiple phone calls, complaints, and the worker not showing up as scheduled, the office has not contacted or attempted to resolve the issues.

  Business Response

  Date: 08/25/2022

  Hi, We have been in touch with ************************* regarding her concerns.  An email was sent to her regarding our next steps.  We were at her house on Saturday and completed the agreed upon items. We also talked through with the ************ the process of what we are responsible for vs the customer.  I will be back to add more to this in the coming days.  So far, her downstairs unit is now working.  Cause of the problem was iow on refrigerant.  We add the line set cover and was short by a foot or so, so we will return to complete that task.  The remote control that was lost by someone at the home, has been delivered and the mini split is running.  The hole that she talked about that was already mostly sealed was filled in with cement.  We have been in constant contact with ************************ throughout this install from the very beginning and taken direction from him as he has been the primary contact. 

  We spoke to him today and explained or next steps and he is in agreement  The goal is to satisfy all items ASAP.  We have a game plan and it has been agreed to by the homeowner.  

  I will be back to add more to this response.  We have talked with and apologized for those items that were our responsibility. It's a long story and a bit complicated but suffice it to say, True Mechanical's goal remains the same, to provide quality service to our customers. We did not charge for the refrigerant or line set cover.  It is past time for maintenance to be performed on the units and the customer does not have a maintenance agreement.  We have offered them one free of charge for the two units.  ************************* accepted our offer. 

   

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17739680
  
  I am rejecting this response because:

  There still remains old venting with fiberglass in a pile in the basement.  The poorly sealed wall was seen by ***** and stills needs to be repaired.  The remaining plaster debris was also viewed by ***** and remains in the same area.  The comforter set that was ruined by the subcontractor hired by ***** has not been replaced nor compensated for.  The minisplit that was installed by ******* subcontractor was poorly installed and ***** did not review or have quality inspection done, therefore the agency is responsible for the CORRECT, COMPLETE and safe install of the unit.  The gaping hole that was in the wall, left by ***** and his team has been sealed from the outside, however an inside inspection has not been done.  The maintenance plan that was offered by the company will be accepted.  The outside cover is still short and not completed as of this date.  The venting from the new furnace is secure with tied cables and does not meet quality control standards and must be corrected.  The plan as discussed with ***** on 8/20/2022 is that all of the work will be completed and the funds for the comforter set $250 will be received by the customer.  We as the customer are anticipating that these items will be corrected and resolved with 14 days.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 05/02/2024

  The venting with fiberglass was disposed of. The wall area was sealed. The plaster was removed. The mini-split was reviewed by ***** and is operational with no complaints. The outside cover has been replaced.  The tied cables are industry standard. They were purchased from HVAC supply store.