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Business Profile

Plumber

Platinum Mechanical

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 June of 2024 my water heated leaked and through a series of events, Platinum Mechanical came to my home claiming that my furnace was damaged from the leak. The furnace was removed from the home, without permission, and destroyed. I noticed two of the Platinum Mechanical employees carrying something heavy around the back side of the home, when they saw me they began moving faster. Turns out, upon an inspection of what is left of my commercial unit, the coil for the A/C is missing. My elderly wife and I had gone without air conditioning for the entire Summer!!! Due to the age of the unit, I have been told that the coil is no longer something that can be purchased and now I am looking at a replacing the entire unit, which will cost me anywhere from $10k to upwards of $25k!

  • Initial Complaint

    Date:08/05/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    The employee sent to our house for an air conditioner repair performed a test on the a/c charged us approx $108.84 then called a few hours later to discuss the possible issues going on with the a/c. Via phone he called the companys office for a quote ***** then called me back. He verbally stated via phone the repair would be $1,800 he stated he didnt like how the company overcharges its customers and wanted to come back after his shift was over to fix it. He stated he would fix it for $900 and wanted us to pay him directly and discreetly with cash or a check and not pay the company. I received a text from him later that he wanted to show me the company quote option 1. So I thought he was coming back during company hours with a written quote from the company which I said Id take a look at. But then had a conversation with my elderly significant other that something didnt add up about this employee and that I was extremely uncomfortable about all of it especially about him going behind the companies back and stealing from the company plus wanting to returning to our house at all. I sent him a message and said we did not want him doing work on our a/c. His wanting to go behind the company he works for backs and cheat them didnt set right with us. I then did a background check on this employee and he had 24 felonies and previous convictions for residential robberies one involving a gun. I was really really scared at this point. He called me again and texted me which I did not answer or reply to wanting my email address because his app was supposedly not working and he wanted to close out the work order. At that point I was feeling a bit terrified because hed already been in my home to test the a/c and wondered if he was casing out my home. It had already sounded like he was trying to line his pockets and steal business from this company as an employee and rationalize it as the company overcharging customers but hed cost less after hours.

    Business Response

    Date: 08/09/2024

    One of the managers has been in contact with the customer to gather all the details needed to know the entire situation. He's spoken with her on the phone a few times. We will respond with an update when we can, thank you

    Customer Answer

    Date: 08/13/2024

     
    Complaint: 22096505

    I am rejecting this response because:

    We will require reimbursement for the damage done to this tubing by your corrupt and unlicensed technician who should have never been sent out to our home. We will also require a refund on the visit that was made to our home we are not paying for your technician to come out and create further damage to our a/c system.

    A text and photos were sent to the company along with the cost of one half of the dollar amount we had to pay to fix the cut into this piping which leaked substantial refrigerant.  We ask for half the repair costs. 

    The original issue was a loose coupling that was leaking refrigerant.  This is why sending out an unlicensed technician is never ok.  We had actually inspected this tubing and poured water on it to unthaw it.  There was no damage to it but after the technician left this cut was in the tubing.

    We have had one phone call with ******* he was angry about the BBB complains and more concerned about the companys reputation than apologizing and reimbursing us for the damage.

    Sincerely,

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

  • Initial Complaint

    Date:06/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This company offers a $76 drain cleaning service through their ****** advertisement but we have called them multiple times for just about every kind of drain in our home and they have always told us two or three times that amount. It is false advertisement and other people I know have had them tell them a price but then as soon as they are at their house charge them way more money. I'd like them to take the lie down and advertise for why the actually charge

    Business Response

    Date: 06/26/2024

    I don't see you in our system. I need to look into the issue on why that was not honored our 76 dollar drain special is for a secondary drain line. Give the office a call so we can pull up your account and get this resolved.

  • Initial Complaint

    Date:11/17/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Unfortunately these guys are not up to the task, do not waste your time or money here, go with another company who knows what they are doing and shows up when they say they will.Platinum installed a heat pump system that does not work in January. They have been out to fix it 3-4 times in the 11 months weve had it, lots of leaks. The system is now broken again, they have only one technician and he is sick and not able to come out.Platinum was just here a month ago, to patch more leaks in our heating system. They were supposed to get our gas fireplace up and running at that time but it was the end of the day & the technician didnt want to stay to finish the job and said hed be back the following week, he never showed. A month later and they still havent made it right.Its now freezing temperatures outside, we have a hospice client living with us, our heating system is broken, our fireplace doesnt work and Platinum has no technicians on staff to come out and make it right.These issues dont even touch the fact that we had a water line issue last spring. Platinum came out and dug up half our yard, our sprinkler system & a mature tree to fix it only to find out they dug up the wrong spot and had to dig the other half of our yard up to get to the right location. We are now faced with spending thousands to replace our sprinkler system and redo our backyard. No, Platinum will not cover the cost to fix any of their mistake.The amount of money flushed down the toilet on our heating system and our yard is mind boggling.

    Customer Answer

    Date: 11/17/2023

    Resolved

  • Initial Complaint

    Date:06/03/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 Platinum Mechanical to come out and replace a breaker in an electrical panel and cover a set of dead end electrical wires with a plastic face plate. These two items were specifically called out on a home inspection and were known to require replacement. When I called Platinum I was told that their techs come out free of charge to provide an estimate and if you dont choose their company to provide service then its a $90 fee for the trip. The company sent two techs out who scurried around the house trying to identify the problem. I told them when they got out of the truck exactly what needed to be done. I showed the lead tech the bedroom that required the face plate and showed the two of them the breaker box in the garage. The novice tech could not identify the broken breaker and I had to pull a copy of the inspection report to identify what they should look for. In the meantime, the lead tech went up to the bedroom and replaced the ************* face plate and came back downstairs to help his colleague in the garage. When they finally located the defective breaker, I was told they did not carry the item on their trucks and would have to come back. It was then that the lead tech told me my bill would be $967.43 TO REPLACE A $55 BREAKER. They charged $169.94 for a permit that was unnecessary, $250 for trouble shooting that was unnecessary and a $250 travel fee. Interestingly, if I had been able to decline service that fee would have been $90. At no time was I given an estimate. They just started working and never provided an estimate. I would have declined service, paid the $90 and gone with a more reasonable company had I been given the choice. This is a classic bait and switch tactic. The fact the tech began work without providing an estimate is totally in conflict with their stated policy. I have written Platinum leadership and they have ignored my email for weeks. I sent a second email asking for an update and have not heard back.

    Business Response

    Date: 06/06/2023

    Good morning,

    We did receive barbs email and did reply to her adn addressed her complaints with us. Our technicians performed the work that was stated on my initial phone call with her. She seemed very happy with our services as she had told me that she tried several other electricians and nobody seemed to want to help her, until she wanted a breakdown on the 3rd trip. I attached screenshots of our responses and if you have anything additional please let me know, Thank you

Platinum Mechanical is NOT a BBB Accredited Business.

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