Complaints

This profile includes complaints for Mattioni Plumbing, Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mattioni Plumbing, Heating & Cooling

  202 W Uwchlan Ave Downingtown, PA 19335-2360

  
• 

  Mattioni Plumbing, Heating & Cooling

  110 E State St Ste 306 Kennett Square, PA 19348-3100

  
• 

  Mattioni Plumbing, Heating & Cooling

  252 N. Radnor Chester Rd Ithan, PA 19085

  

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:01/19/2025

  Type:Billing 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.

  Jan 2025 Scheduled an appointment for technician to determine why my HVAC not keeping temp. Agreed to the known $75 dispatch fee. After 15 min on site the technician disclosed that further diagnostics is at a rate of $113 PER FIFTEEN MINUTES. This rate was not previously disclosed. The company advertises charging by the job not by the hour which is false; they in fact charge in fifteen minutes intervals for diagnostics+dispatch fee+parts+ labor. Company offered no acknowledgement or customer service recovery when false advertising with nondisclosed fees brought to their attention .

  

  Business Response

  Date: 01/29/2025

  ******* we are sorry to hear about your experience with the pricing and service delay. We strive for fair pricing and timely service, so it's concerning to read this feedback. We have refunded your dispatch fee. If you would like to speak further, please reach out.
  

  Customer Answer

  Date: 01/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ********* *********
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  In September 2023, our HVAC system died. We called Mattioni as the neighbor used them and was happy with them. ****, the sales rep, & a repair crew came out. The rep said system was dead. We should put a new one in or replace the old condenser for $6,000. I explained to the rep I wanted a new system as the old one was 17yrs old. It was 3.5 ton. The builder's HVAC sub-contractor that installed the original system said he thought 3.5 ton was too small based on his manual J, but the builder would not approve. I explained all this to **** and that I have health conditions that require an HVAC system to manage humidity < 50% in house, keep temp controlled to ***** degrees in the house no matter what the temp is outside. We have issues with our bedrooms being hot. I suggested we zone the house. **** said he highly recommended their premium/most expensive system. It would absolutely control humidity, keep the house cool even over 100 degrees outside and we didn't need to zone the system. I was concerned about going smaller than the current system, and **** said he knew what he was doing, he had been doing this a long time, and I should trust him. Unfortunately, I did against my better judgement. It has been nothing but headache. They installed the system, left metal and garbage all over. The system leaked cold air that another tech had to fix. It did not control humidity. They installed whole house dehumidifier to control it. It still does not control humidity well. With the high temps outside, the system runs all day/nonstop. The bedroom hits 80 degrees, and house hit 78 set to 67. They came out, said the system is fine this is what happens when it is hot. They refused to correct the undersized system with the correct one. I had 3 estimates from 3 companies, & all agree 3ton is too small. Mattioni should replace it. I emailed numerous times, threatened lawsuits, news ****** ****** refuse to correct the issue. No one else should suffer like this.

  

  Business Response

  Date: 07/22/2024

  We provided the homeowner with 3 options to replace his HVAC system. 2 of those options were for 3.5 ton systems, and one was for a 3 ton system, as that model of equipment does not come in half ton sizes.  The homeowner selected the 3 ton option.  Following installation of that system the homeowner complained of humidity issues in the home.  In the name of customer service, we agreed to install a dehumidifier at an agreed upon discounted price.  After installation of the dehumidifier the homeowner refused to pay the agreed upon amount, and we ended up taking no payment for the dehumidifier installation.  8 months after the initial HVAC system installation the homeowner contacted us that the system was not functioning properly and he believed it was under sized, and told us that he expected us to replace the system at no cost.  We sent technicians to his home and determined that the system is functioning properly.  We performed an ACCA accredited Manual J load calculation and determined that the system is not undersized.  The homeowner stated that he has other companies and manufacturer reps telling him that the system is undersized, but he has been unwilling to provide any data, information, or proof to his claims.  We have told him on numerous occasions that without being provided the information that he allegedly has, we cannot take it into consideration when making a determination on his request.  To this date, he has still not provided any factual information, data or proof to substantiate his claims, and continues to make accusations and demand that we replace the system, that he chose, for free. We are still awaiting the information that we have requested from him, and if he is willing to provide it, we will work to resolve this in a fair and objective manner. However, we are confident in our findings that it is properly sized and fully functioning.

  Customer Answer

  Date: 08/02/2024

  Complaint has NOT been resolved. Mattioni has refused to respond to emails or fix the problem. I hired a new company. The system is too small. I am asking for a full refund. 

  Customer Answer

  Date: 08/02/2024

  The 3 companies have refused to give the manual Js to me to review. I asked them to send me their Manual J to review and they refused. I had another company out this week and they said the system is undersized and it is not hooked up correctly. They said it was not properly charged and was 2 pounds of refrigerant low. I offered to send the estimates I received and **** refused. The system runs all day every day. My electric bill is higher than when I had my 16 yr old system installed. Upfront Intold them the companies refused to show their Manual Jjust as **** refused to show his Manual J calculation. Per numerous research articles, Manual J can be doctored to support a incorrect install. He used the wrong temp outside for the manual J. The current recommended temp for 1% temp for ac load is 91degrees not 88. It is from an outdated source. He did not reveal what U value he used for my builder grade, horrible windows that allow heat to e ter the house and leak air. He did not show what R value he used for wall, ceiling, floor, etc. We get direct sun all day, what orientation did he use. I have 4 independent companies saying 3 ton is too small, proof is in the pudding of the temp in house, electricity bill, runs all day, and that their Manual J load calculations show 3.5 to 4 ton based on accurate variables. Mattioni's cree also did a bad install, underhanded the system. I purchased the 3.0 ton at the recommendation of their sales rep ***** He said it was the correct size, would manage all my concerns. A 3.5 ton was too big and not needed per *****  I was ripped off, scammed and they refuse to back their product. As a result, I demand a full refund. 

  Customer Answer

  Date: 08/02/2024

  Please see estimates from 3 companies showing 3.5 ton to 4. ton sized system estimates.  ***** also offered a size for the attic as an option in addition to an estimate.  DiBiase listed in their email that the size they calculated was 3.5 ton -4.0 ton.  I also included their service email invoice showing the system was low on refrigerant. 

  

  Business Response

  Date: 08/09/2024

  The information provided were estimates for replacement, and not the information that we had requested. We are still awaiting an ACCA accredited manual J load calculation showing that the system is undersized.
  

  Customer Answer

  Date: 08/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22010004
  
  I am rejecting this response because:  3 independent companies have done their own acha manual J's and determined that Mattioni undersized the system.  They recommend 3.5 ton to 4 ton. Remember, the builder had 3.5 ton installed.  I told **** that the other companies have refused to show their manual J as they report the software is proprietary.  As a result, **** refused to show his Manual J, because he knows it is a lie.  Their salesman, ****, pushed the most expensive system on to me. He promised me it would maintain the temp in the house at 68 even when above 95 degrees outside.  It does not.  He said it would keep the 3rd floor cool, it does not.  He said it would maintain the humidity at or below 50% RH.  It does not.  The dehumidifier they put in does not control the humidity either, still seeing RH above 57% because the **** system is the wrong size.  Multiple companies have said the system was installed incorrectly as well. My electric bill is through the roof as the system runs nonstop 24h/day as it is too small for the house.  Their tech *****, who has **** training to correctly size a system for a house, admitted on camera that the system is too small for the house.  **** and Mattioni are refusing to correct the system with the correct sized system.  I asked Mattioni to show their Manual J to confirm they used correct sized windows, correct U values for windows, correct R values for walls, floors, windows, correct temp outside, inside temp, correct square footage and **** continues to refuse to show his manual J. **** knows they doctored their manual J to fit the incorrect size they installed in to my house. The proof is in the pudding, the system is too small for the house and it cannot maintain temperature in the house when above 90 degrees outside or sunny outside.  He admitted in email that he used 88 degrees outside to calculate his manual J.  The correct outside temp for **************, ** is 91 degrees F in 2019.  I believe it is even higher in the current manuals. See attached PDF.  What other incorrect variables did he use to doctor his Manual J to fit his bad system?  Refund the $18,100
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/19/2024

  We have requested numerous times for the homeowner to provide us with factual information to substantiate his claims. Either a ACCA accredited manual J ***ort indicating the system is undersized, or the contact information for the Amana *** who told him the system is undersized.  If and when we receive this information we will take it into account when making a determination on the homeowners request.  Without any data or facts to accompany these claims, we do not view them as credible.
  

  Customer Answer

  Date: 08/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22010004
  
  I am rejecting this response because:  I am unable to show manual J's that I do not have.  They were done by multiple companies. If ****** calculations were accurate at 3.0 ton, why offer 3.5 tons? It would be too large and short cycle and not remove humidity at 3.5 ton if your manual J was correct.  **** did not do a manual J either.  He used a basic sizing program.  The Amana *** I spoke to was ***, and I spoke to him on June 26.  I called Amana directly and spoke to them explaining the situation. He agreed the unit was undersized.

   

  Show your manual J. By refusing to show your variables, you have no credibility.  My next step is the attorney general's office and claims court. What you are doing is fraudulent and illegal. 

  Prove that your manual J was done correctly using all correct variables. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 09/03/2024

  We have been notified by the Attorney General that DJ has decided to try to resolve this through them, and if that is his choice, we will continue to attempt to resolve this through them.

• Initial Complaint

  Date:02/02/2024

  Type:Product 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 had a new HVAC system installed by Mattioni, heating and plumbing company on March 1, 2021. Shortly after the installation, I started hearing banging noises when the system was on. Mattioni technicians came out to my house several times and after they couldnt resolve the problem and told me there was nothing they could do I requested the manufacturer, *****, look at the problem. Both the Mattioni technicians and the Amana reps told me there was nothing they could do about this and the noises are from the airflow going through the ductwork and it expands. They knew how upset I was about this after spending $10,000 on a new unit when I did this proactively because my old unit was working fine and it never made these banging noises in the 20 years Ive been living in my home. the last time I had any communication with Mattioni *********************************************** was in March 2023. Since then I have been ill and have had surgeries and I have one more surgery to go. These noises are constant, and they are all day and all night. My stress level is very high and I am very very upset that this new HVAC unit makes these constant banging noises. They tell me there is nothing they can do except if I want to rip out my ductwork and replace it and incur a lot of expense by putting in new ductwork. This is unacceptable to me. I was trying to be proactive and install a new unit to provide efficiency with heating and cooling and also a plus when I sell my home. Ive checked around my community and asked five different neighbors that have replaced their units since they moved in and nothing like this has happened to them. They do not hear any banging noises. I am not sure where else to turn. I dont know how a person can listen to banging/popping noises all day every day and not be upset. Thank you very much for listening. I am begging for a resolution to this issue. A new HVAC unit should not make banging noises nor should I need to replace my ductwork. Please please help me. Thank you.

  

  Business Response

  Date: 02/13/2024

  We are sorry that you are still unhappy with the noise your system is creating. Unfortunately, after several visits from our senior technicians and managers as well as a representative from the manufacturer, there is nothing more than can be done with the system itself. Everything is working properly and the airflow settings are as low and as quite as we can set them without creating bigger issues. The noise is natural from the duct work expanding and contracting from the change in temperature. With the system's increased efficiency and the government regulation changes, it will result in the system being a bit louder than the previous.

  Customer Answer

  Date: 02/21/2024

  Ive heard all of those excuses/comments from Mattioni countless times. This is unacceptable. When someone invests in a new HVAC system it is not normal that you need to replace your ductwork, nor it was not told to me upfront by the salesman that this might happen.

  What does the BBB do next to help ?

  Customer Answer

  Date: 03/03/2024

  I DID answer the companys reply.  Why are you saying I didnt answer?  I want the company to repair the problem, or refund me my money back.  I want them to do what they mentioned months ago- insulate the ductwork.  This should be done at no cost since they never told me at time of sale that this might happen.  Again, my old system never made banging noises.  And I was never told this noise would happen with a new system.  I would never have invested in a new system if that were the case.

  please respond back. Why are you closing my claim?