Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/11/2024
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.
Original date 06 June 2023. Credit card was charged $160.13 for an annual service contract with ****************************. This company was sold prior to this transaction to MTB Mechanical LLC *********, **. I contacted the number on the receipt which was associated with ********** and was told that even though ****** was sold, MTB would honor the agreement. MTB came out for the 1st semi-annual inspection. In November 2023 I was informed the agreement with ********** was no longer valid and that I had to purchase a new contract with MTB. Due to their price and questionable contract terms, I declined and requested the remainder of the unused portion of my original ********** contract be refunded. MTB said they would credit the 6 months. However, the credit card used originally expired and was replaced with a new number. I requested a check for the refund on 24 Nov 2023. On 27 Nov 2023, MTB said they cancelled the original contract, contacted the accounting department and a check would be issued. On 31 December 2023 I contacted MTB requesting a status of when the refund would arrive. On 02 Jan 2024, MTB said it would arrive in 3 weeks. On 14 Feb 2024, I again contacted MTB as no check had arrived. This time, the answer was the matter was sent to corporate. It is now 09 March 2024 and no check and no communication from MTB.
Business Response
Date: 03/19/2024
During this process with Ms. A*******, MTB was informed by the credit card processor for the ********** account that the money had been refunded back to the customers account. Due to this, our accounting team stopped the process of sending a refund check. In order to handle this in the interest of Ms. A*******, MTB will issue a check this week in the amount of $160.13. It will be processed in this week's check run. We apologize for delays in making this happen.Customer Answer
Date: 03/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
Date:12/12/2023
Type: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.
4 year old townhome. Service agreement w/ MTB. Multiple parts have broken down two weeks post service appointment. $1200 air purification system sold. Did not keep word regarding cleaning growth out of cabinet. Does not explain how multiple parts are continuously going bad.Business Response
Date: 12/12/2023
Please see the attached reply as it exceeded the allowed characters.
*************************
Customer Answer
Date: 12/17/2023
It is simply very strange to me that the air conditioner capacitor blew very soon after a service maintenance visit in July 2022. The $1200 air purification system installation was on October 27, 2023. Heating issues were noticed soon after that. Heat was barely used between 10/27/23 and the furnace service visit on 12/11/23 as cold weather was not regular or intense. I have no proof that MTB did anything intentionally wrong. I am satisfied that they refunded the portion of the monthly service charge for December so quickly. We did find another company to replace the gas valve for $270, and they have a $16/month maintenance plan we may go with. Again, it is simply difficult to process that our HVAC unit (currently 4 years old) had these issues. I also think that they should be prepared with a (conservative) water supply for cleaning the air conditioner units (as service contract states) knowing that this community only has water hookup in garage through the hot water tank, which they won't utilize. No need to follow up on cleaning out the plenum, but that was also a frustrating inconsistency with our expectations. I appreciate the response from *****. This issue can be closed. I used "did not accept" so that I could respond. Again trust is of utmost importance with HVAC servicing, and something felt off. But I am grateful for the response and refund.Initial Complaint
Date:08/07/2023
Type: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.
During the summer of 2022 my air conditioner was replaced by ******************************. ****** was subsequently purchased by MTB who is not honoring the warranty provided by ******. The technician suggested that I call the company that did the installation knowing that the installation was completed by a predecessor company to MTB.Business Response
Date: 08/07/2023
********************** is a tenant in the home he lives in and is not the owner of the home. We spoke to him last week and have explained that we would be glad to speak to the owner about issues with his system as that is who the system belongs to. We were asked to leave the property by the tenant and we obliged. As previously stated, we will be glad to speak to the owner of the home if ********************** would like to arrange that.Customer Answer
Date: 08/07/2023
I am rejecting this response because:The HVAC system is under warranty. The technician used my phone to call the owner and requested $170 as a diagnostic fee to diagnose the system that is under warranty. An alternative the technician suggest was that I call ********************************, the phone number that now rings into MTB Mechanical, as ********** was the original installer. The owner requested the technician leave, and I delivered the message, because 1) the system is under warranty that MTB Mechanical is legally obligated to cover 2) the technician was trying to extract additional payments for diagnostic fees and 3) the technician was providing misleading information as to the obligations of MTB Mechanical for the acquired company ******.
Business Response
Date: 08/10/2023
I spoke with the tenant of the property, **********************, this morning to review the circumstances that led up to the complaint he has filed to provide a better understanding of the situation. On the date of his original call to ******/MTB our phones were not operating due to telephone company facility issues. ********************** received this notification when he dialed our number. ********************** decided to call another company to come out and service his system, which would void any labor warranty (First year typically covered by the installing contractor) that is provided by **********/MTB. When he was able to get through to our office, he was advised that his call would be charges pending as we dont know exactly what is wrong with his system, but if it is related to work ****** performed in August 2022 then it would be covered by the homeowners warranty at no charge, if the issue was not related to the work performed then there would be charges associated with it. Confusion existed between the information provided by us and to us during that visit which led to where we are today. We apologize for the confusion. MTB has and will honor warranties provided to ****** customers, including this one, just as we do MTB customers,Initial Complaint
Date:05/20/2022
Type: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 purchase my new built home April of last year, MTB installed and provide maintenance on my air conditioners. Recently I purchase an easy-trap from MTB that was install March of this year and I didnt run the a/c until a month later when it got really hot. My second AC is no longer cooling, MTB diagnose it as a coolant leak due to improper installation and now wants me to pay $1000 to repair on a brand new air-conditioner that they install that is only a year old and they had maintain for a whole year. It doesnt make any sense. My service contract with MTB states that I have a warranty of upto two years. Its makes no type of sense, I dont know if this discrimination since I am a woman or woman of color. All of the new homes built in my neighborhood MTB install doesnt have the same issue, it seem that they are scamming young women and women of color.Business Response
Date: 05/25/2022
We reached out to Ms. ***** and spoke about her complaint. We reviewed with her that the warranty she has with the manufacturer of the equipment (Lennox) is for 10 years on all parts. Her labor warranty with our company is for a period of one year which expired in April. She spoke with her builder and they will be taking care of the repair on her behalf. *************** is having the repair done through her builder at no cost to her we consider this claim closed as we have honored our warranty for the 1 year as provided by us through her builder.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.