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:

  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 hired NE Mini Split Installers in March, 2024 to help us install a new heating / cooling system for our whole house. They came up with a design for the solution and told us that it would take 3-4 days with 3-4 of their guys to install. The install was to be April 2-4, 2024. We paid them $14,925 up front to do the ********** was obvious from day 1 that their team did not have the skills to do this type of an install. The first go-round (8 weeks of time instead of 3-4 days) left us with an entire system that didn't work. The installation was done improperly, but more importantly, the design was flawed. The systems did not work the way that we were told they would; and still doesn't.The owner, **** *******, very reluctantly agreed to rip out the outdoor condensers and the branch boxes and replace them with a different set of condensers. The new installation took another 4 weeks, and we were left with an incredibly shoddy install. It was so poor that, on the last day they were here, I had to work with them to fix the support system for the outdoor units. They left our house in shambles for weeks; we were left to address many of the issues on our own and with other contractors. The drain lines are still a problem and will need to be fixed as well.We do NOT want NE Mini Split Installers to set foot on our property any further as their team clearly is not professional. But, I have paid the ENTIRE balance (on 11/7/2024) of $17,555.88 including the "change order" to swap out the condensers. What we do expect is for NE Mini Split Installers to either refund our 2nd payment ($17,555.88) or PAY FOR another company to do the following:1. Re-route the condenser lines from the bedroom units 2. Take over the 12-year warranty installation warranty 3. Provide us with the missing remote control 4. Pay for the 10 thermostat adapters to properly control the temperature

  Business Response

  Date: 03/03/2025

  Thank you for the opportunity to respond to this complaint.  I have attached a copy of our full response.  Please let me know if we need to remove the customer's name from the response and also if there are any additional questions or details needed.  I can be contacted directly on my cell phone ************.

  Thank you,

  **** *******

  Owner

  NE Mini Split Installers

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

  Customer Answer

  Date: 03/11/2025

   Complaint: 22973081
  

  
  I do not accept the business's response as a resolution to my complaint because: 

  
  NE Mini Split Installers failed to deliver a functional and professionally installed ********** mini-split system, turning a promised 4-day project into a 3-month ordeal filled with incompetence, delays, and code violations. Despite repeated assurances that the system would meet our specific needsallowing one room to be heated while another was cooledthis was never possible under the installed design. The installation process was riddled with problems, including improper wiring, severe drainage issues, lack of a permit for over two months, and ultimately a failed town inspection. Even after a complete redesign, which we were misled into believing would resolve the issues, the system remains defective, fails to heat effectively below 40F, and still has electrical and drainage problems. I have personally spent hundreds of hours and incurred tens of thousands of dollars in additional costs to correct their mistakes.
  
  Mr. Aldrichs response to my BBB complaint is filled with factual inaccuracies, misrepresentations, and omissions. He falsely claims that I misunderstood the systems capabilities, that they absorbed significant costs to correct the issue, and that my attempts to seek a resolution were a threat. The reality is that his company lied about pulling a permit, performed substandard work, and left us with an unreliable system that failed inspection. Even after months of troubleshooting, our system does not operate as promised, and their workmanship continues to negatively impact our home. Given the extent of the failures, I request that the BBB formally record this complaint and issue a strong warning against NE Mini Split Installers to prevent other homeowners from enduring similar experiences.
  
  Sincerely,
  
  *** ****