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:08/30/2023

  Type:Product 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.

  My thermostat upstairs melted and I called WK Mechanical to fix. The company came out 3 times and it was not rectified. I had to call another company to come and now everything works. Therefore, I am disputing the invoice for $281.13

  

  Business Response

  Date: 08/31/2023

  We strive for 100%satisfaction which we attempted to provide ************** numerous times, even giving credits for previous work.  Below is the correspondence with her credit card company when she attempted a charge back, which her credit card company sided with WK.  We asked ************** to provide an invoice from the other company that repaired her unit, but we have not been provided it and we can look at providing a credit.  

  
  Please be advised that WK Mechanical, *** does not agree with the customer stating that the goods or services were not as described in all proper format. WK Mechanical, *** has honored the terms and conditions of our agreement, and her system was 100% operational at every visit. WK Mechanical went above &beyond to make ************** happy.

  
  ************** hired us to install 1 new ********** thermostat because her was not working. Invoice#******** in the amount of $884.46 ( $818.00 + tax $66.46) was the agreed price for WK Mechanical, ***. to install one new ********** MHK-2 Thermostat. The new thermostat did not have Wi-Fi like the original one she had in the home. Through not fault of ours, the manufacturer changed their product. On March 9 th she agreed and signed the invoice as being satisfied with the work performed and paid. SEE ATTACHED INVOICE ********;Several days later ************** called in and she was not happy with the thermostat we installed because she wanted WI-FI controls, so ***** spoke with her, and e- mailed her 2 options, she chose option A; SEE ATTACHED EMAI. We put the total amount that she paid for the original approved ********** MHK-2 Thermostat towards the installation of QTY 2 KUMO Cloud WI-FI controllers. (SEE ATTACHED INVOICE ******** and charged her an additional $281.13 ($260 + tax $21.13). ************** even wrote on the invoice that the customer was happy with the results. Again, she signed, paid. See bottom of invoice by customers signature ;I find and agree that all work performed by WK Mechanical has
  been completed in a satisfactory and workmanlike manner at ****************************************************************************************. I have been given the opportunity to address concerns and/or discrepancies in the work provided, and I either have no such concerns or have found no discrepancies or they have been addressed to my satisfaction. No refrigerant or refrigerant leaks will be covered by the guarantee unless a complete nitrogen leak test is performed. My signature here signifies my full and final acceptance of all work performed by the WK Mechanical.
  
  We even returned on April 4th at NO CHARGE because the customer was saying that the thermostats were not communicating, we found the thermostats to be communicating within 20 seconds.  No other work is necessary and the work we did is as she paid for it. We find no refund is necessary for the work that was requested, agreed upon, and completed.

  The customer was not satisfied the new designed thermostats are not the same as her old systems she had in the home since they were redesigned by **********.

  Customer Answer

  Date: 09/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  after every visit, you have to signed before MECHANIC leaves you dont have an option.  
  The reason why the mechanic how to return three times its because the unit did not work. When the one MECHANIC came, that was no charge he told me to wait 24 to 48 hours for the reset to kick in.. it never happened.

  WK Mechanical stated to me that giving the invoice of the other company will not automatically drop the charge of the 281.13. 
  There was a Dispute before this with the same company for ******, this is a continuation of that dispute. I won the first dispute. 
  In the pictures provided you will see that the thermostat was set at 60 but yet the unit was still running even though the house was reading 67. You will also see picture of ***** s that were returned with the receipt. I have nothing in my possession that belongs to them. 
  I would love this to be rectified ASAP.

  Because their response included my address, please do not make that public.

  And please let me know if you need any other information. I have a file 5 inches thick.

  Thank you, 

  ***** 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  

  Business Response

  Date: 09/14/2023

  ***************  I see the invoice you sent now.  It looks like you had the same thing done that we offered you originally but you opted for the less costly option.  Also, my e-mail and last conversation with you stated I was working with ********** to see if they can provide no cost thermostats since they changed the design at no additional charge for you.  Sorry that option didn't work out quick enough for you as we tried to make sure you were 100% satisfied.  I'll have my office refund you the requested amount to satisfy your request.  

  Customer Answer

  Date: 09/14/2023

  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 and the matter has been resolved.
  
  I accept the refund of the disputed amount as a resolution to this matter. Thank you. 
  
  Sincerely,
  
  *********************