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:08/02/2022

  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.

  My name is **** ******. For the past two years, I have been attempting to find a reasonable price on an hvac Repair/install for my mothers home. Note: This summer it has gotten up to 100 plus degrees on most days. My mother is elderly, and has a long list of medications that she has to take for her health. The home is so hot some days, it is miserable. The home is so hot, that she has a hard time cleaning up her home without breaking out in a profuse sweat! I contacted ***** around April and asked for someone to reach out about the HVAC repair. Someone reached out to me at the end of May, and states a HVAC technician will come out, take pictures , assess the work, and begin the process. In early June, a MOTILI technician came out to my mother’s home, took pictures, assessed the work, called his supervisor, and gave us a quote on the installation for roughly $3k. I asked him to go forward with the installation. He said okay. Two weeks later, I emailed Motili and paid $1400 as a deposit to order the equipment and agreed to pay the remainder upon installation. Around the end of July, another “technician” was sent out to take pictures, assess the work, and begin the process. Now AUGUST 1, they have contacted me just to tell me that they have to order and replace more equipment than what was in the original quote. They have done no work yet. Now the new price is around $8-9k. We do not have $8-9k and cannot get approved for borrowing $8-9k. This is unprofessional, and my mom is low income. It’s obvious! They did not want to do the job. Why is it a luxury to have air conditioning? Why did they borrow my money just to not do the work? I have reason to believe MOTILI is not acting with moral turpitude. They are going after jobs with big payouts and totally sweeping the low paying jobs under the rug then trying to milk money out of poor people who do not have it in the first place! It’s criminal! An old lady who is desperate with no ac is the ideal victim for criminals.

  Business Response

  Date: 08/30/2022

  We’ve received the complaint dated 08/03 and I am sending our response to your attention as we discussed over the phone. We believe we served this Mr. **** ****** in good faith, per our company policies, refunded the initial deposit provided to secure the limited time promotional price quoted, and have done our best to go over and beyond to find ways to help Mr. ****** and his family purchase the right Heating and Air Conditioning (HVAC) system replacement for their home.
  
  As Mr. ****** stated in his letter, we did receive his request for a quote to replace his Heating and Cooling System on 05/27. We were finally able to connect with him to conduct a virtual walkthrough on 06/28 to discuss options and provided an initial quote for replacing his Air Conditioner (and coil) predicated on our local HVAC Technician conducting a site HVAC system inspection. As part of our process in providing the initial quote, we clearly spell out that if we find any mechanical, safety, or building code issues that would impact the initial quote we will contact the homeowner and provide an updated final quote. On 07/11 Mr. ****** decided to move forward and chose to secure the limited time promotional discount provided on the initial quote with a 50% deposit.
  
  When our local HVAC technician conducted the site HVAC inspection of existing HVAC equipment on 07/18 it was determined that the furnace was over 25 years old and in an “end of life” condition. Due to the age and condition of the furnace, it is our policy in these situations not to install a new Air Conditioner on a furnace older than 15 years as this creates a high probability of equipment failure as well as voiding the manufacturer warranty on the new equipment. We followed our standard practice and provided the homeowner with an updated final quote, discussed why the required changes are necessary, and provided an option for the homeowner to proceed with the revised final quote or to receive a full refund of their deposit. In this case, we provided additional discounts and extended the original limited time promotional pricing in an effort to help the ****** family.
  
  Between the site HVAC system inspection and 08/01 we communicated the findings, provided a final quote that included replacing both the Air Conditioner and Furnace as a full system, and received Mr. ******’s decision to not proceed forward with the replacement of their HVAC system. Per our policy we then refunded the 50% deposit to Mr. ****** on 08/04.
  
  We were sorry to hear Mr. ****** had a negative experience and have communicated to him that we will be available if he chooses to proceed with the replacement of their HVAC system. I hope this provides a balanced perspective to the situation and will not negatively impact our Better Business Bureau ratings. Please let me know if there are any further questions or details you need from us in this matter.