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:10/14/2024

  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.

  I needed service on my Mitsubishi Mini-split A/C unit due to not cooling. The tech said it was just low on Freon and he topped it off and added a leak sealer. Unit cooled for a few days then stopped again. My home warranty company dispatched another company to come out this time. This tech told me that the compressor was bad and when he contacted Mitsubishi for compressor warranty Mitsubishi declined to cover it since this most recent tech found that leak sealer was added. I have contacted Metro Heating and AC about the issue multiple times telling them their tech should have known Mitsubishi’s policy on the mini-splits and gave them the opportunity to make it right. They no longer answer my calls nor have they called me back. The company again is Metro Heating and AC out of Liberty, Missouri.

  Business Response

  Date: 10/21/2024

  To Whom It May Concern:

  I can appreciate the customers aggravation, but after some research we discovered that the customer was being less than trueful with the complete picture and details surrounding this particular work order.  After he sent in this complaint he reached out t his home warranty asking them to send us back out, but after we provided the details they later cancelled the request for us to go back out and service the equipment.  Below is a brief synopsis of the details that were conveniently left out.

   

  Homeowner states that we used a leak seal on a mini split and the manufacturer will not warranty his equipment anymore.  I thought I would cover this situation with a few quick facts.
  1.  I am not 100% sure my guys used a leak seal.  Another contractor came out and said it was used.  Without hooking up gauges you can't know for sure so the other contractor said we left trash showing it was leak seal.  Again, I don't have any record of using it in our notes and what if trash fell out of either contractor's bag (i would hope not, but just trying to show there isn't a good way to give 100% confirmation on this issue) The homeowner said he has RING video showing my tech carrying the leak seal with him.  Nonetheless, I list out a few quick points to show none of it matters.
  A.  AHS allows the use of a leak seal on mini splits.  His warranty contract is with AHS
  B. He does not have a manufacturer's warranty for multiple reasons:  1) the manufacturer's warranty only covers the ORIGINAL homeowner.  He is not. He purchased the home in March 2024.  2) Even without reason #1 the 7 year manufacturer's warranty (on the compressor, everything else is a 5 year) ended in May 2024.  He did not submit a claim to AHS until July 29th.
  C. I do not believe the original home owner registered the equipment so even if they allowed transferable warranties (they don't) he would already be out of warranty anyway.
  D. Everything seemed to work until after we left and it was obviously longer than the 30-day mark with AHS so another contractor was sent out with a new work order.  I don't know since it was a mini split if the new contractor was looking for a way to not have to deal with the work order because he was over his head or concerned it was going to be expensive so he got the claim denied or transferred.  Based on the information we received there was no evidence the new contractor even hooked up his equipment to diagnose or test the equipment.
  E.  Back to Reason D (above)I do not know what or if the contractor submitted his diagnosis so we don't even know if the compressor is actually bad and all of this is a mute point anyway.

• Initial Complaint

  Date:10/08/2024

  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.

  I purchased a new York/Johnson Controls AC and Furnace in June of 2020 from Metro Heating and AC. It was installed by them and came with a 10 year parts/labor warranty. In late Sept of 2024 the unit stopped cooling. Multiple calls and attempts have been made to get a service call scheduled with Metro. No return calls, texts or emails. I had to engage another York/Johnson Controls dealer who would honor the warranty. Through their assessment process I found out that the now defective A-Coil that Metro had installed back in June of 2020 was not ever registered for the warranty process and was not a brand even supported by York/Johnson Controls. Essentially nullifying my warranty for the A-coil and the labor associated with replacing it. York has stepped up to the plate to provide the replacement parts at no cost, but I'm out the labor to install it--approx $1700.

  Business Response

  Date: 10/21/2024

  To Whom It May Concern:

  The equipment and warranty were purchased through a local supply house.  At any time after the purchase and install the customer could have either registered or confirmed the registration of his own equipment.  Also, Not only did we purchase the equipment from a local York distributor, the distributor is the one who matched all the equipment.  We also confirmed with York and ADP (the maker of the coil) that the equipment was not only compatible but also covered by the warranty.  I can not speak to what the other contractor said or did not say, but we do know that the coil was compatible.  Whether or not the distributor properly registered the equipment, we can not confirm. 

   

  The warranty being purchased through the local distributor/York manufacturing also means that any York dealer/contractor can do the work and the manufacturer will pay them directly.  By the customer stating that York is "stepping up to the plate" might be true, but it is because they told us (when we were York dealers) that the York warranty covered the ADP coils.  York is not doing them any favors and we did not do anything inappropriate.

   

• Initial Complaint

  Date:09/13/2024

  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.

  A Disappointing Experience - Proceed with Caution
  
  We were really hoping for a smooth process when we had a new A/C unit installed, but unfortunately, that hasn't been our experience. It's been a frustrating journey, with multiple visits (five so far!) and the issue still unresolved. We understand that things don't always go perfectly, but the lack of progress and communication has made it very difficult.
  
  Customer service has been another challenge. It feels like instead of truly addressing the problem, we’re often met with dismissiveness or excuses, which only adds to the frustration. It’s disheartening when you just want to get your home back to normal.
  
  We understand that not every company will be a perfect fit for every customer, but this has been a really tough experience for us, and we wouldn’t want anyone else to go through the same ordeal. If you're in a similar situation, we would suggest exploring other options.

  Business Response

  Date: 09/16/2024

  We are posting this
  same response on all of your reviews since you seem to be creating multiple
  accounts.  We will be reaching out to
  Google for harassment as well as applying multiple reviews from the same person
  trying to damage our business.   He mentions he wants us to finish the job, but it is 100% up to his warranty company.
  
  *** ********, sorry
  for your frustration but to be fair maybe you should include other details that
  you are going through a home warranty company. Since you use them you have to
  follow their rules, just as we do.
  I believe you called our office this morning
  because you were not understanding what your warranty company was asking of
  you. You chose to reach out to us and instead of reciprocating the sarcasm and
  unpleasantries we instead chose to call your Warranty company for you to help
  facilitate the process that was perplexing you.
  It is my understanding that our team member has
  talked with the home warranty and they are in the process of creating a new
  ticket so we can come help you.
  Now concerning the number of visits...from the
  initial call to the actual install and additional dial in of the system the
  number of visits has been 3... You might have accidentally “fat fingered"
  the keypad in your fit of aggravation.
  Also, you only replaced the outside unit when we
  discussed with you the opportunity to go ahead and replace the evaporator coil
  as well. We even sent you some discount pricing that your warranty company
  offered but you chose the cheapest route and with that, the system may or may
  not be struggling because you have a 2024 AC attached to a 2007 evaporator
  coil. Can it work?... potentially... But you do run the risk that the newer
  machine might not work well with existing equipment. I understand in utilizing
  a warranty company they are going to repair versus replace as often as they can
  but your warranty even offered deals to help facilitate the replacement of the
  entire system at a heavily discounted price and offers financing to qualified
  applicants. They do this to help avoid placing new equipment mixed with old.
  You chose a great condenser and with that decision has come some unforeseen
  and, at times, frustrating results.
  So, again we are sorry for your ordeal but we
  have worked within the boundaries of your warranty company and also trying to
  facilitate the recall that seemed to confuse you and as soon as they send it
  over we will reach out and schedule another visit.
  We hope your day gets better and are able to
  enjoy this beautiful Friday before another great Sunday of church and football.
  Go Chiefs!.

  Business Response

  Date: 09/17/2024

  Not sure what the customer expects us to do and why they are punishing us with bad reviews because they use a home warranty.  We can't do anything unless we have the work order.  Customer could not figure out how to call-in a recall so we helped and took the time to reach out to their home warranty for them.  We did not receive the initial recall ticket from their warranty company (even though we requested it).  We later received another work order, but it was immediately cancelled.  

  Overall, the customer made the decision to only replace the exterior unit, even though we explained the risks involved.  He chose to move forward.  We installed and a month later we received a call-back from customer but not their warranty company.  We then called the warranty company and still nothing, the Customer gives us a bad review on Google, Facebook and then reaches out to the BBB.  Doing their best to try and hurt us because they included a third party in the middle of the transaction.  

  Concerning, trying to gain favor by using outspoken religion...No.  For the customer to be so disingenuous to try and harm us for the decisions he has made by including a third party (the home warranty) and now trying to harm us with constant online attacks and then see that a prayer was given because we assume someone at this level of contempt for us, and its not our fault, is obviously dealing with outside issues much larger than a work order for an air conditioner.  We assume he has bigger problems and we hoped that whatever those problems are will be removed from his path.  If he rejects that offering, we can't stop him.

  Customer Answer

  Date: 09/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This business continues to make personal attacks insinuating I have some issue in my life. Honestly, this company has low integrity and their responses simply show that, even worse I believe they think they are clever. This business should be suspended from BBB. Shameful.
  
  
  
  Sincerely,
  
  
  
  ***** ********