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:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Maeser Master did not give me a copy of any papers they say I signed. Verbally, I agreed to part ways with Maeser while retaining the ****** factory mini split warranty and the Tax credit information. Again, as discussed with Maeser Master rep Cody, the mini splits would be qualified for the Tax credit.
  

  I was not upset about the quote, unquote “very minimal and small fingerprints” and they did not mention to me about offering to clean the wall. They only saw the finger prints after the wall was cleaned. Remaining prints need to be repainted to cover them. We just paid a professional to have the wall painted.

  I am very unhappy about the unacceptable install. I sent them pictures illustrating issues. The outside plastic base was installed on an uneven bed of 2” to 3” river rock and NO Unit Feet were installed under heat pump before it was placed on plastic pad. During install, I did see the plastic feet laying on the ground.

  In our initial meeting, Cody informed me that the feet would be installed like our whole house heat pump for comparison. After ****** unit was installed, the unit was wobbly and unstable. A light wind could have possibly knocked it over. I do not see the important condensation Drain Tube anywhere.

  This install is completely unacceptable and I hope we can reach a settlement where Maeser Master will remove the equipment, refund my money and I take care of repairs to my home. When accepting the offer to part ways, never did I expect for the unit to work for only a couple of days.

  As mentioned before, we found this company with help from the BBB with an A+ rating. That being said, we expected that we would receive a quality result. I hope we can work this out amicably.

  Thanks,

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

  2025 Before I agreed to purchasing these units, I asked ***** if these units qualify for the Tax credit if the person qualifies. His answer was yes. I have not received any paper work from Maeser to that effect.

  

  Business Response

  Date: 07/02/2025

  The customer did not have any type of warranty.  The customer signed the invoice that stated there's no type of warranty with Maeser.  She agreed to these terms in writing as well as verbally and she agreed to never use us again based on a 52% price deduction from originally agreed to price.  She was upset about the technicians leaving very minimal and small fingerprints around her windows during the installation, but we weren't allowed to clean the window seals, which we were more than happy to do.  

• Initial Complaint

  Date:08/16/2023

  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.

  
  
  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,
  
  
  
  ******* ******
  
  ***** *** *** ***** **** ***** **** ********* ****** ******** ****** ** ***** ******** ********* ***** ***** ******** ***** **** ******** ** *** ********** **** ******* ******* ******** ***** ********* **** ************* ******* ****** ******* ********* **** ****** *** ******* ********* *** ********* *********** ** ***** ********* ******* ********* *** ** **** *** *** ******** ********* ***** ***** ********* **** ****** *********** ** ****** *** **** *********** ** ***** ********* **** ************* ***** *** *** **** ************** returning calls and providing lasting resolutions.
  We simply want what we paid for: a unit that works consistently.

  

  Business Response

  Date: 10/13/2023

  We sent sent the service manager out to the customer location. Manager met with customer to in sure that system is working proper. Customer was followed back up with and is happy at this point.

• Initial Complaint

  Date:07/19/2023

  Type:Customer Service 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.

  Maeser quoted and billed $11,500 on June 21, 2023 for installation of a new HVAC system with a Carrier 5 stage compressor and variable speed fan. On June 21 when setting up the Ecobee 3 Lite thermostat, reading the documentation and confirming with Ecobee, I found out that the thermostat only controls 2 stage compressors and 3 speed fans. Furthermore, as installed, the thermostat only controls one fan speed. A a result, my upstairs is 10-12 degrees hotter than my basement, and I will not have maximum cooling on the hottest days. I called Maeser starting on June 23 to discuss and called at least 5 times in all, asking to speak to different levels of Maeser HVAC management. Since no one has called me back, I am not sure that Maeser is even aware of my specific issue. An obvious solution to the problem is for Maeser to install the appropriate thermostat for the HVAC system installed. I purchased the system using a Visa card, and have filed a dispute with their billing service Home Depot. After the first round, Home Depot says that they have delivered all services and equipment, and for specific technical issues I sould contact Maeser. This seems odd to me since Home Depot pays a portion of the charge to Maeser. But as stated above, Maeser has never returned my calls to discuss. I would even be willing to hire another contractor to finish the job, but cannot until this dispute is resolved. I cannot recall a service provider or installer ever not replying to a customer inquiry. Maeser's lack of responsiveness to my calls has the appearance of unethical business practices.

  

  Business Response

  Date: 07/31/2023

  This system as it was estimated included a 2 stage ac system. When we ordered the equipment for installation, the 2 stage ac was not available so we found a matchup that included a higher seer rated 5 stage air conditioner, this unit was substituted at no additional cost to the homeowner. This was also an approved equipment matchup from the manufacturer. This matchup does not require a communicating thermostat as it is not a communicating system and the Ecobee is sufficient to run the system as it was installed. The indoor unit does have a variable speed blower, and 2 stage operation. In short, the homeowner received equipment that surpassed the equipment originally quoted in seer rating efficiency, with the operations (2 stage) of which were agreed upon by the estimator and homeowner. This air conditioner we provided works as a 2 stage or 5 stage system.