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:01/02/2024

  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.

  I contracted with John H Coleman to install a Mitsubishi Mini Split heat pump unit in a single garage room. The initial installation occurred on or about Jan 19, 2023. All work except for the line hide covers (I did not like the coverings they originally supplied and requested a different type) was completed and paid for at that time with the understanding that those coverings would be installed later. After a significant wait (April), they were installed and done so very poorly. As a result I ordered additional line hide covers and corrected their work at my cost. (I am not seeking any remuneration for this work.)
  
  Since the installation of the unit however, there have been continuing problems with the unit not cooling well and not heating well. In August I requested that the unit be checked. The original installer checked the unit and said that it appeared to be working correctly. When cold weather arrived, the unit would either not heat the area successfully or it would overheat the area.
  
  When the thermostat was set to 72 degrees, the room temp would either not reach that or would exceed 78 degrees (at which point, I turned it off). Sometimes it seems to function normally, but it can't be counted on to do so. Around the 1st of November, I requested another service call. A technician came and checked the unit and decided that the remote needed to be replaced and said he would do so. By the 1st of December, I had still heard nothing nor received anything. I called again. Another technician came by and also decided that the remote may need to be replaced and would order one. At this date (01/02/2024), I have still heard nothing and received nothing and the unit continues to fail.
  
  When I used John H Coleman many years ago, they were a very reliable company. But now, not so much.
  
  I still have a lot more I would like to say about this, but to do so exceeds the allowed character count.

  

  Business Response

  Date: 03/22/2024

  Dear Mr. ******,
  Thank you for bringing your concerns to our attention regarding
  the installation and ongoing performance issues of the Mitsubishi Mini Split
  heat pump unit in your garage room. We sincerely apologize for the
  inconvenience and frustration this situation has caused you.
  Upon reviewing your complaint, we acknowledge the delays and the
  subpar quality of workmanship regarding the installation of the line hide
  covers. We understand your disappointment and appreciate your efforts in
  rectifying the situation at your own cost.
  Regarding the performance issues with the unit, we regret that
  it has not met your expectations in terms of both cooling and heating. We
  understand the importance of having a reliable HVAC system, especially in
  extreme weather conditions.
  In response to your concerns, we would like to offer the
  following resolution:
  Replacement of the remote
  control unit as suggested by our technicians. Out team is reaching out to you to have it replaced by next week.
  Complimentary clean and check
  of the entire system to ensure optimal performance.
  We assure you that we take your feedback seriously and are
  committed to resolving the issues promptly and effectively. Please be assured
  that we will prioritize your service appointment to address the ongoing
  problems with your unit.
  We sincerely apologize for any inconvenience caused and
  appreciate your patience and understanding as we work to resolve this matter to
  your satisfaction. Should you have any further questions or concerns, please do
  not hesitate to contact us directly.
  Thank you for bringing this matter to our attention, and we look
  forward to restoring your confidence in our services.
  Sincerely,

  ***** ****** **

  Customer Answer

  Date: 03/27/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  *** ******