Complaints
This profile includes complaints for MacBrothers Mechanical's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:09/29/2022
Type: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.
On March 18, 2022, MacBrothers came to my residence to complete a HVAC service check. We just got a brand new HVAC system costing $8,500 with them the year before. So we went through them to have it serviced twice a year because they said if any other company touches it, it voids the 10 year warranty on it. On March 18th, they came by to do the free service check, and I upgraded the service to get the HVAC cleaned twice a year instead of just a check. I paid $293.14 that day to upgrade my service. However, they didn't clean anything that day. It would start when they came out in the fall. Here it is fall, and I can't get in touch with them. Their website is down. Their phone goes to voicemail but won't allow you to leave a voicemail. I emailed the email address ********************** which is on the emailed receipt that I have for my new plan, and have not received an email back. If they have gone out of business, I want my money back for services they have not completed and also wonder if the 10 year warranty is now void.
Business Response
Date: 09/29/2022
Hello, Yes we did Install the unit Mrs. ******** mentioned, and we do understand her concern, However the warranty she is concerned about is the ******** ******* Manufacturer Warranty, that is valid thru Carrier Directly. and any carrier dealer can apply that warranty when it needs to be repaired. That warranty is valid until ten years from the date of install if it has been registered. the unit automatically comes with a 5 year warranty. The only warranty that is now voided is the labor warranty that was thru MacBrothers, but that is only because the time has lapsed. What Mrs ******** is referencing is the labor warranty would be voided if another contractor was to service the system during the 2 year labor warranty period. That also is standard industry practice, as we do not know if another contractor is qualified to service the carrier brand equipment. Here is what we have on here system. Unit install 7/24/2020, 2 year labor warranty expires 7/24/2022, 1 year basic maintenance expires Fall 2021. Unless a 10 year labor warranty was purchased thru an insurance company or someone else. It was not purchased thru MacBrothers. We have not went out of business but yes these past two years especially the past summer have been very difficult for us as we lost the last service technician we had to perform any service in August. At that time we sent out a mass email to all of customers with maintenance plans what our situation is and hopefully it is temporary. We have cancelled payment on any reoccurring payments and we have begun refunding all the maintenance plans that were not performed or partially performed. The email explained in detail what the process would be. We have a lot of customers and we are going through all of the accounts and sending refunds by mail. It will take a while to complete everything we ask for patience. We do plan on picking service back up next year however due to the lack of labor force it has been nearly impossible to recruit anyone that has experience or even wants to be in our industry. We have turned our website off until we can give proper service to the customers who call from that website, also we no longer have a dispatcher as we do not have any service techs, so to save money we do not have anyone monitoring our phones these days. we are doing the best we can to service our remaining customers who still have a Labor Warranty with us but that is all we can service for now. We have pivoted to new construction installs and multi family apartments which do not require someone to monitor phones, those calls go directly to our field supervisors or bookkeeper. Anyone else unfortunately will need to leave a message or email us at ***********************
We do apologize for the inconvenience of this situation,
**** *******
MacBrothers Mechanical LLC
Business Response
Date: 10/06/2022
We will make Mrs ******** the first priority! Someone will be in touch with her this week and we will refund the money as soon as possible! Sorry for this inconvenience. We wish we could accommodate our customers as we have in the past we feel this is a temporary set back but we will make it through as we have in the past and we aren't going anywhere!Customer Answer
Date: 10/06/2022
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,
****** ********
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