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:01/30/2025

  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.

  Cooper Mechanical Services talked me into a service agreement for $25 per month to cover preventative care for Heating, AC and plumbing in my home during the first quarter of 2024. They had made quarterly inspections of HVAC and plumbing systems through the year. My issues below show a pattern of Cooper tech *** ***** being backed by his service manager ***** tampering with key components of my system in order to convince customers to replace the parts in a sequential order. Three key components have been damaged/disabled by Cooper as a result. They left me and my family vulnerable during the coldest part of the winter of 2024 in 2025.Cost incurred: 25x12=$300, unwarranted service charge: $150, cost to restore my system: $609= $1,059.00 Total Please find details in the attached word document.

  Business Response

  Date: 03/05/2025

  We were able to get back in touch with this client this morning and further explain the events that occurred.
   
  To clarify, a defrost control board and crankcase heater were replaced for this client on November 6. This work was quoted in advance and approved by the client for the amount of $777.60. Following this work, our technician also found that the circuit breaker for the electric auxiliary heat had failed. We bypassed this breaker to provide heat at the time. Following this, the client did not want to proceed with any additional work.
   
  To resolve this issue, we have offered the client to not bill for the work that was done above. In addition, they have several outstanding monthly invoices for a membership that is billed on a monthly cadence. We have canceled their membership and credited these amounts as well. The client is still not satisfied with this resolution and is requesting that we pay him for work that an alternate service provider performed following our visit. This is not justified or reasonable considering we did not bill for the work that was done, was approved, and is currently in dispute by the client.
   
  We hope this resolves this issue. We are considering it closed on our end and are disappointed that the client is not receptive to the accommodations that we have generously made. The control board and parts installed were costly and were needed to restore their heat and could be billed, but we have elected not to bill as a courtesy to close this matter.
   
  Thank you,  
  ******** Cooper  
  Service Manager
  
  
  ******** *. Cooper
  Project Manager / Estimator
  
  ******************************************
  Office: ************** | Direct: **************
  ****************************

• Initial Complaint

  Date:11/03/2023

  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.

  We hired ********************** Mechanical Services on 8/3/23 to clean two AC units and repair a trap. The technician completed these tasks. Without our request, he then proceeded to examine our boiler system and AC units. We did not ask for that service. We did not need the diagnostic service, as we already received multiple quotes to replace the boiler system. ********************** Mechanical then charged $900 ($150/hour) to "troubleshoot" the boilers and AC. He did not spend anything that approaches 6 hours on this as he spent quite a number of hours on the other projects, projects that he had technical difficulties with. I have spoken with Mr. ********************** (head of service) on four separate occasions, once after each invoice expressing our concerns. The attached invoice has four items. We paid the entirety for the bottom three as those services were performed. We paid $150 rather than $900 requested for the troubleshooting. All of this was paid on the day of the first invoice, they day we first spoke. We explained all of this to Mr. ********************** at the time of the payment. We attached a letter with our payment (which we had mailed with a check). We did not feel that any of the $900 was appropriate as we did not request or need the troubleshooting service, though we paid for one hour of troubleshooting in order to be done with that issue. It is also farcical that the employee claimed to have spent six hours on troubleshooting when he spent many hours on the other projects.

  Business Response

  Date: 12/04/2023

  Hello,

  We have received this complaint and have the following response. Cooper was called out to perform a maintenance on (2) air conditioning systems. At the visit, we found both systems low on charge, a condensate leak, and observed a safety hazard issue with the boiler heating system. ************** first cleaned (2) condenser coils to ensure refrigerant charge readings were accurate. After this, refrigerant was added to (1) system, and the client declined refrigerant charge being added to the other system or any leak search. The condensate line to (1) air handler was also repaired and an easy trap with safety switch installed. The client was billed for refrigerant, EZ trap, condenser coil cleanings, and a troubleshooting cost which included the time spend to diagnose the (2) air conditioning systems, condensate leak, and record information from the boiler that was observed to have a failed heat exchanger which is a safety concern. 

  We disagree with the client's assessment that the troubleshooting charge is invalid as there is always a cost for time involved troubleshooting refrigeration systems, adding gauges, and weighing refrigerant charge in. The cost of refrigerant does not include the time to diagnose the equipment as low on charge or the time to add the new charge and ensure it is properly affecting temperatures and pressures.

  With the above said, we will be crediting out this account as a good faith courtesy to this client. Cooper prides itself on always being thorough, providing expert service, and charging our clients fair rates that accurately reflect the service received. We do not agree with the client's assessment, but would like to move forward in good faith. 

  Thank you,

  Nick Cooper

  Customer Answer

  Date: 12/15/2023

  At this time, as the additional charges were waived, we are satisfied with the resolution.