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:02/21/2025

  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.

  Contacted Air Mechanical (AMI) because my split mini heat pump failed. They had their technician come out to look at it.Meanwhile, I contacted the manufacture's support organization (******-*****) concerning the warranty. They looked up the serial number and indicated this 3 year old unit was under warranty for 10 years.Technician came out, inspected the unit and identified the failing board. He said he had a call into the manufacture but mean time he had me sign off on the call to the tune of $159. Credit card payment was processed. I contacted the manufacture about the part and they said they had it in stock and could ship it to me. I told the technician this (he was puttering in his truck) and he said they had to order and receive the part for liability reasons. Told him to go ahead and order the part. Also asked what a new system would cost since this one had broken down 3 times in three years. He had their salesman come out the next day and quoted $6000 for a new system.Waited for 8 weeks for someone to call me back and finally called them. They apologized and said they would look into this. Called again 2 weeks later and they apologized again and said they would look into this. Finally got a callback later in the day and said they were "unable to work with the manufacture". I asked if they would refund the $159 since they had not been able to resolve the issue. They refused claiming that since the **** had come out they expected the payment.I since contacted the manufacture and they shipped me the part the next day. Had no problem contacting the manufactures customer support agents.I suspect ********************** is refusing to repair the old system so that they can get me to buy a new system. At best they are incompetent, at worst committing fraud.

  

  Business Response

  Date: 03/04/2025

  Hi *****,

   

  Thank you for your feedback on this matter. It sounds like **** *. was able to call you, set up an appointment on 2/26, and resolve this issue with your mini split. Please let us know if you have any questions moving forward. 

   

  Thanks,

  ****** *., Marketing Manager

  Customer Answer

  Date: 03/04/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory but ongoing to me.  They did have a technician come out to the house and install the manufacture supplied part, but that did not solve the original issue.  They did promise to come out to install the second card when I receive it.

  So in effect, we have progress but not a resolution to the original problem.

• Initial Complaint

  Date:08/28/2024

  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.

  AirMechanical visited my rental property to do their regular covered AC tuneup service which was included in their membership plan that I pays monthly. Ideally the service technician has to perform all tuneup and inform me if there is anything that is preventive care need to be done. As the home owner and landlord if I decide to perform that preventive care then I would sign off that work to be done by Air Mechanical.On June 06 2024, Air mechanical performed some premium preventive care services without my authorization. Me being the landlord neither requested nor authorized any paid service. AirMechanical is not supposed to perform any paid service at my property without my authorization. AirMechanical decided to perform some premium services so they went ahead performed them at my property without my knowledge and sent me an invoice to pay the balance due. I called AirMechanical on July 19th 2024 and explained them the confusion. They agreed the service technicians mistake and acknowledged that they tried to call me to explain the need to premium service on June 06th 2024.How can AirMechanical perform a paid service at my property without my approval.

  

  Business Response

  Date: 09/06/2024

  Hi ******,

  
  I hope this message finds you well. Our Field Operations Manager, ************, contacted you directly regarding this issue. He mentioned that a refund was processed for you on August 29, 2024, with the stipulation that this matter be resolved and the negative review removed.

  
  If you have any further questions or need additional assistance, please don't hesitate to reach out to us directly at ************.
  Thank you for your attention to this matter.

  
  Best regards,
  ****************,Marketing Manager

  Customer Answer

  Date: 09/12/2024

   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.

• Initial Complaint

  Date:06/28/2024

  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.

  Air Mechanical came to our house October 2023 for furnace inspection. We paid for this& they said we would need to sign up for monthly fee for air conditioner service too. We called in March 2024& they were booked into end July for service. We told them we want to stop monthly charge & stop agreement. They said we need to pay for entire 2024. We are retired please stop this monthly fee

  

  Business Response

  Date: 07/02/2024

  Hi *****,
  
  Thank you for your feedback. We understand that on 10/30/23 you called into our office to use your Total Solutions Membership benefit for 12/21/23 appointment on a furnace tune-up. Our Total Solutions plan is a monthly recurring payment and may be canceled at any time. Our terms and conditions for the membership can be viewed at any time on our website:  ****************************************************************************
  
  In our terms and conditions,we specifically mention upon cancellation all utilized fees are non-refundable,and the balance owed is subject to any service used or discounts applied while on the program. You used your benefit on 12/21, so you were charged in May of 2024. I understand our ************* Representatives spoke with you on 4/2,4/3, and 5/7 and you chose to keep making the monthly payments and let the plan auto expire at the end of 12 months.
  
  We understand your frustration, but you have used your plan benefit from us and unless you are on the custom Total Solutions Membership plan there is one benefit available per piece of equipment on our $11.99/mo. membership plan. If you have any further questions,please feel free to contact our office at ************ and we would be happy to help answer them.
  
  Thanks,
  ****************, Marketing Manager

• Initial Complaint

  Date:01/10/2024

  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.

  Air Mechanical came to check out a furnace issue. I believe it to be a dirty flame sensor. I agreed to a $125 service call fee. Upon arrival, mechanic told me it was likely a dirty flame sensor. I told him I have cleaned these before and I didn't want to spend a ton for this easy job. He said he should take a look. I left the room to let him inspect. After 10 mins, he said the flame sensor needed to be cleaned. I was charged $343 for this, $125 service call fee and $218 to clean the flame sensor.Cleaning a flame sensor is something any home owner can do and $218 for this task is really price gouging and preying upon someones furnace failing fears in the winter.

  

  Business Response

  Date: 01/10/2024

  Hi *****,

   

  Thank you for your feedback on this matter. I understand that one of our ************* Specialists had called you and explained the invoice information to you further. I know in the initial call that you were notified of the price before we had come out to the home. We base our prices on what it takes to answer our phone whenever a customer calls in, get a technician out to the home, and determine that we are making a proper repair. Speaking with the technician that was out at your home, he had tested multiple safety mechanisms within the furnace, cleaned the flame sensor, and was able to determine the cause of your equipment's failure. Taking all of this into account we can assure you the repair quote was accurately priced to be able to take care of your heating needs.

  We make sure that our appointments are done quickly and efficiently as possible. Our highly trained technicians take care of our customers in a timely manner in order for you not to be inconvenienced. Our pricing is competitive within the market and it is important to us that we can provide the best service day or night. If you would like to address this issue with us further please feel free to reach out to the main line at ************. Thank you for bringing this matter to our attention.

  Thanks,

  ****************, Marketing Manager

  Customer Answer

  Date: 01/11/2024

   I am rejecting this response because:
  The extremely high price was NOT communicated to me before the work was done. The mechanic and I discussed how it was most likely the flame sensor and how I could do that myself. He pressured me into having him "take a look". He never asked if I wanted an additional $218 service. I agreed to the $125 service call fee to figure out the issue. I only found out about the additional $218 AFTER he cleaned the flame sensor. 

  I wished he would have informed me that it was going to to be a total of $343 instead of the $125 charge I was told about. I would have said no. It was obvious on a new furnace with the symptoms that it was most likely a dirty flame sensor. You need to be UP FRONT with your customers. The goal here of the mechanic was obvious to charge me as much as he could. I am very disappointed with this service.

  
  

• Initial Complaint

  Date:08/17/2023

  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.

  On July 24th 2023 Air Mechanical **** sent *********************** to install our new **/furnace unit. The technicians told us the Freon levels may not be right but they didnt want to add more than needed because it could cause issues. The ** unit was not working correctly from the start. The house never cooled, even days later. The project manager eventually had someone come out on Thursday July 27th at assess the situation. When I got home from work to meet the technician ******* standing water was noted in the utility room behind the ** unit. **** was at our home for about 2 hours and left stating you will be more prone to freezing due to your ducting system. We never had any issues with our previous ** freezing. The following day, 7/28 I received a call from Air Mechanical that they were sending someone out to my home that morning. Quite confused, I called back to inquire why they were sending someone out again as **** claimed I dotted all my Is and crossed all my **. The staff member on the phone had no recollection of any technician being sent to my home the previous evening. Staff member claimed they had a glitch in their system and thats why she did not see those notes. I received another call about ******************************* to turn off my ** unit since it was freezing. **** never instructed us to turn off our ** when he left, why now? Staff member stated to turn it off to prevent any further damage and will be sending someone out that afternoon. **** came back out that afternoon for about 1-1.5 hours adjusting things. He never explained what he was doing or what caused these issues. We were never given a report of what happened or what was adjusted. I called Air Mechanical 6 times to get reports of what work was done, each time told it was emailed to me but never showed up in my inbox. I called again 8/16 and now being told I cannot have the reports. They are hiding something and dont want to admit their mistake of $2,600 of water damage.

  

  Business Response

  Date: 09/11/2023

  Hello *****,

  We have attempted to reach out directly to you on this issue a couple of times. Please call our office so we can get this sorted out! 

   

  Thank you, 

  ****************, Marketing Manager

• Initial Complaint

  Date:06/05/2023

  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.

  We waited 5 days to repair our air conditioner during a heat wave , with this company because the manufacturer of the air conditioner, ******, gave us their number as a company in our area that would honor our warranty. They charge $125 to come out and assess 2 people came out, one trainee and a boss. It took 1 minutes to find the problem. They said it would be $350. The boss said he could not confirm our warranty for the part. I asked him to check again then he threw a random $222 charge plus the $125 charge saying he found the warranty for the part . It Took another 2 minutes to change the part. But he said he had to charge us for the time it takes for him and his office to file a warranty and do the paperwork with ******. I have never heard of such a thing nor to I feel I should be charged for time that is part of someones job. I never saw a receipt but did pay the $347, feeling I had no choice. I would like to recoup some or all if my money as I feel this is fraudulent practice. They said they will email me my receipt, but some how I feel this may not happen.

  

  Business Response

  Date: 07/12/2023

  Hello Amir, 

  I understand your frustration with the charges, and would like to take this opportunity to explain further. The $347 you are referring to was made up of a $125 trip charge and a $222 charge to replace your warrantied capacitor. I think this is where the confusion may be coming from. While ****** warranties the part of our condenser that broke, they do not warranty labor. If your condenser had been installed by Air Mechanical originally, the labor for installing the warranty capacitor would have been covered. Since it was not our company who installed the original condenser, we cannot warranty that labor. To reiterate - you did not pay for the replacement part, only the labor and trip/diagnostic to repair the part. 

  We hope this clears things up and thank you for your feedback. 

  -*****************************