Reviews

Review Details

• Review fromJosh S

  Date: 08/11/2023

  1 star
  Mahalo installed my **** system approximately 5 years ago. In Sept of 2022 we started having issues with the system. It took 3 visits from a service technician to diagnose a failing/then failed compressor (I was billed for every visit). The technician told me the system was still under warranty and later they quoted me $1200 for the repair as the warranty only covers the parts. They told me it was so high because the manufacturer was charging $250 to ship the equipment and $250 to ship the bad core back to them and that the labor would be extensive to resolve the issue. A few weeks later the tech arrived to fix the **** but had with him a box about the size of a box a new toaster would come in. I had thought they were replacing the whole unit, and assumed that was why they were charging me so much for parts and labor and shipping. I asked the tech if they really paid $250 to ship that part to me and he said yes. The box did have a *****lb part inside it. At that point I did not feel I could turn away the tech and let him complete the work, thinking I would call and request an adjustment on my bill. The tech completed the work and I paid my bill. When I spoke to Mahalo later that day, I asked for a copy of the shipping receipt. Mahalo denied my request to provide this documentation and refused to work with me on the bill. I then reached out to the manufacturer ******* to inquire about the very high shipping fee. ******* informed me that there have been no warranty claims submitted on my **** unit, and that ******* does not charge shipping on their parts. I requested they open a warranty fraud investigation. In conclusion, I believe Mahalo falsely claimed they were using my warranty and intentionally over billed for services. I do not know if I actually have an OEM part in my unit or some generic brand. The box said it was made in ***** in large letters on the side.

• Review fromJoshua P

  Date: 08/31/2022

  2 stars
  Mahalo has been out to my home 3 times in the past year for the same system. I have 3 of their exterior nits and 6 interior units (All Diakin). They charged me a 179 service fee every time they come out and told me the system was working properly. While having the siding replaced on my house the contractor noted that the drain line for the problematic unit was on an incline. Mahalo came out and moved the system away from the wall for the contractor to work. Moved them back and told me I needed an appointment to get the drain line fixed. The drain line is just a piece of PVC that needed to be shortened and turned about 15 degrees.They came back out a week later to fix the drain line. I asked the technician to make sure that my system was still working properly before leaving by checking the exchange temperature difference. I asked for this because if he did something wrong and it caused my system to stop working I had little faith they would fix the issue for free or in a timely manner.The technician checked the temps and suggested I have the units cleaned for around ******. I thanked him for checking and then he charged me 179 dollars for a diagnostic that I did not ask for. He said it was what he came out to do so I paid it and contacted the office to resolve the issue.The manager I talked to said he would speak to the owner and get back to me. The following day he called back and they offered me a discount on the first cleaning for my primary unit. I asked about the diagnostic from the previous day and said I would like a refund on that since I did not ask for the service. After a few minutes of searching the agent told me "How about I refund the diagnostic and we go our separate ways." I asked for clarification because it sounded like he was dropping me as a client after this was my first issue with them. He said, "It sounds like you are wanting more than we are willing to do so we should just part ways." I clarified if he no longer wanted me as a client