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:09/14/2023

  Type:Sales and Advertising 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.

  Comfort specialists used Mueller industries products to install mini split units in both houses. The lines now have leaks in them causing us to be unable to use our units until repairs are made. Comfort specialists stated Mueller noted that the products used could have issues but refuse to reimburse customers for the faulty product. Comfort specialists stated they have had a lot of customers products failing but when they contact Mueller they will not fix the product. This company should issue a full refund of repairs since they acknowledged faulty products.

  Business Response

  Date: 09/20/2023

  We have had no prior contact with Claimant or any of their contractors regarding this claim, with the exception of a phone call the day before the complaint was filed with the BBB.  We will gladly work with the complainant, but we need detailed information concerning the alleged failure and damage that was caused.  We also need to examine the part.  We will be happy to handle this claim as we do all others but must have information in order to respond.

  I can be contacted at:

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

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

  Senior Corporate Paralegal

   

  Thank you.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20606178
  
  I am rejecting this response because:
  I am writing stating I saw the response from the business. We discussed on the phone the situation and I am waiting a call back. I got informed that I needed to respond within 7 days. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/17/2023

  I sent ************ an email this morning.  We cannot determine the cause of the alleged failure without seeing the part and examining it.  ************ doesn't want to replace the part until we can pay him for his claim.  We can only assess a claim once we view the part.  We will be happy to examine the part and report back on our findings.

  Thank you.

  Customer Answer

  Date: 10/17/2023

  I am being asked by the manufacture to remove the parts affected and send them to the manufacture for review. I do not believe that is a reasonable answer as i dont have the knowledge or skills to remove these parts to send back for review. 

  Business Response

  Date: 10/17/2023

  I sent ************ an email this morning.  We cannot determine the cause of the alleged failure without seeing the part and examining it.  ************ doesn't want to replace the part until we can pay him for his claim.  We can only assess a claim once we view the part.  We will be happy to examine the part and report back on our findings.
  
  Thank you.

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20606178
  
  I am rejecting this response because:
   October 17, 2023
  I am being asked by the manufacture to remove the parts affected and send them to the manufacture for review. I do not believe that is a reasonable answer as i dont have the knowledge or skills to remove these parts to send back for review. 
  Sincerely,
  
  *********************

  Business Response

  Date: 10/26/2023

  We distribute 1,000s upon 1,000s of plumbing parts.  If the homeowner experiences what they expect may be a product defect, they call a professional, to repair the damage and file an insurance claim or reach out to the manufacturer of said product.

  I'm sure you can appreciate that we simply cannot reply to every complaint with a check.  It must be investigated to see if it is a defect or if it was improperly installed.

  I can understand ************ wanting the money first, but we do not operate in that manner. I'm sure you can appreciate as with a retail purchase, you cannot get your money back until you return the product.

  We will be happy to examine the part when ************ provides it to us.

  Thank you.

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

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20606178
  
  I am rejecting this response because:
  

  I understand the response and I respect it. I call our local HVAC company that is trusted and installed this system with this company's product. Again I am being told by **************** that this is a known problem and other customers are having the same exact problem which I am being told as been reported but nothing is being done about it. I wish that both companies could come together to figure this issue out. I am not the expert with this nor do I want to act like it. I am getting my information from both sides. Somewhere along this trail either **************** is not telling the entire truth or this company is not admitting the fault. I understand needing the product to review but I do not have the knowledge to remove this product nor do I know where all the leaks are to provide back to you. If I could get someone to examine to know where all the leaks are and send the product back for review I would do that. I am not looking for compensation without that analysis but I do feel that if I'm getting told this the two companies need to work together to resolve. 

   

  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/03/2023

  I have read Mr..****** **************** I have no control over what the **** contractor is telling ************. However, I do know that we do not have "problem" products out in the market. 

  We have a claims process that we follow and it applies to everyone.

  There is nothing we can do at this point to help *************  If he rejects this also, the response will be the same.  We cannot address a claim without the part being removed and made available for inspection.

  Respectfully,

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