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:08/02/2024

  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 have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    The owner was cordial and professional over the phone but his response did NOT satisfy my complaint. According to the owner, I did not demonstrate that I was “wronged” by Circle Mechanical. The tankless heater produced heat BEFORE being serviced by Circle Mechanical and did NOT produce heat AFTER being serviced, rendering it unable to provide hot water. The owner doesn’t seem to want to acknowledge that the service work performed resulted in the need for a new tank. Regarding the company claiming to be waiting for us to call them and visa versa, that seems accurate. At the same time, I would think the fact that service technicians knew about our unfortunate situation, and that we had already paid them a total of $1,629.87 for multiple services, would hopefully generate some communication on their end. At the very least, the owner could have offered to return the annual maintenance fee ($150.00) and the installation of the water inlet ($206.24), both of which are associated with their work on the tankless heater. I am not requesting that Circle Mechanical reimburse us for the newly purchased and installed tank. I feel my request is quite reasonable and hope the owner will grant this request.  
  
  Regards,
  
  ****** ***** **s ended the ability of the tankless heater to produce heat. I certainly should not have to pay hundreds of dollars for an outcome that was worse than the original problem.
  After I was told I would need a brand new tankless heater (or a traditional tank), I was never contacted again by the company. I have since hired a different company that has replaced the tankless heater successfully.

  Business Response

  Date: 08/16/2024

  On 08/13/24
  had a phone conversation with the customer regarding his complaint. I explained
  to him that we do up-front pricing and that he can except or decline any work
  prior to our moving forward. The unit was not installed by our company and had
  not been properly maintained. The customer opted to attempt repair of the
  existing unit. The service technician explained that it should be replaced, but
  we could attempt repair with no guarantee of success. They opted to repair and
  try to avoid the cost of replacement. Unfortunately, it ended up needing
  replaced. The customer was to contact our office for a replacement quote to be
  scheduled. Apparently, we had our wires crossed and he thought that we were
  calling him. Customer called someone else and had unit replaced. I told the
  customer that the technician followed the procedure, and they approved
  everything, and I felt that our charges were justified. We also completed two
  other tasks in the same work order not related to the water heater.

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  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.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
    no heat in our house (my wife and I are elderly and sure need our heat back on).

  Business Response

  Date: 11/22/2022

  In response to the the parts not being correct at the return visit, it was indicated by the supplier that it was included.  When the technician arrived on site the parts where not included in the box. The burner is a special order to accommodate the boiler. We contacted our supplier to advise them of the missing parts and they had to reordered them. We are expecting the parts in today 11/22/22. Due to the weather, our deliveries were delayed. We will contact immediately when the parts arrived to return to completed the job.