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:09/06/2022

  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.

  Business will try to double charge you Everything is not organize with the dispatch, service tech and accountant team Pay close to $800 all total but still leave one broken fridge and one broken freezer Pay for repair and the unit broken again with in two month Service tech come out for 5 min and left but still charge you one hour and van fee Most importantly will s**** you over and over and are very expansive

  Business Response

  Date: 09/07/2022

   **************** called on 09/06/2022 to have us come look at a cooler that we replaced a part on back in April. Dispatch was scheduling the call when she noticed there was a balance still owed on the account. 

  Dispatch explained that we would need to get the open balance taken care before we could dispatch the call. It was at that time, the caller being yelling and saying the parts had failed two months after installed, yet they never called Northwest Mechanical to inform there was an issue. That was also not mentioned until our staff asked that they pay the balance on the account for the work we did on separate equipment and a PM service. Dispatch passed the call to our office manager who was taking the complaint and disusing the unpaid invoices while dispatch checked with parts house to warranty the part we installed five months ago. Office manager was unable to clearly explain anything or go over the invoice as the caller and a women in the background were yelling and talking over our staff trying to resolve there concerns. Office manger let customer know that we will get the owner to call and go over everything with customer and to resolve for them!  Our office sent via email to the customer all the work orders and invoices  for all work we have performed at that location. Northwest Mechanical also provided payment receipts to show that nothing was double billed, and all work completed was signed off by there staff member at the completion of our work.  **************** responded with there payment information requesting that we take payment and close their account. We did as they requested. 

  Northwest Mechanical was not contacted prior to the day of the complainant. Northwest Mechanical was in the process of trying to help the customer by resolving any of their concerns. 

  Again, we provided all documentation to the customer to ensure they were not double charged for any part. Once we sent them that documentation is when they decided to pay there bill and close the account. **************** did not give Northwest Mechanical the opportunity to look into why the part failed 5 months later or even two months later as they state or the opportunity to install the part under warranty if it was warranted. 

   

  We would like a clear understanding of what the customer is wanting refunded? In total off all work done for this  customer in history of doing business with them is $874.88. 

  This is includes service on a TRUE Freezer (repair in question), a preventative maintenance and reach cooler repair. 

  Total repair for our first diagnostic call, the return trip to install the part including labor and part for total of $567.38 not over $800 as the customer is stating.