ComplaintsforMyers Comfort Specialists of Birmingham, LLC

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our air broke on 6/14.We filed a claim with our home warranty company.Myers said they could not get to us until 6/24.On 6/24 they came out and said we need a new compressor.On 6/25 they told us they actually wanted to replace our unit instead.By Friday,our warranty had approved it,we picked out a new unit/parts,and everything was ordered.By Sunday our parts were ready to be picked up.Myers picked up our parts but first told us they couldnt get to us until after the 7/4.I am 8 months pregnant with a small toddler and our house was 90 degrees.It was unlivable.They then call back and say they can get me on 7/2.We waited in our 90 degree house from 10:00am-5pm for them to come.At 4:30 (so almost their closing time) we get a call saying that a guy had quit so we were off the schedule.Then we were told the scheduling person wasnt there so they would call us right back.They never called us back, the next day we get a text that we cannot be helped until 7/9.I 4 weeks now without air, and we had to go home. We cannot even switch companies because Myers has our parts that we paid over $1,000 for. On 7/9 we were waiting around again and never heard if someone was coming. I feel as if this company is very unprofessional and do not care about people suffering. We were punished and my family had to suffer without air for because of Myers negligence. When that technician quit we should have been rescheduled immediately for the next day. Its now almost 6pm on 7/9. We have called all day to see if our technician is still coming. They kept saying he is coming just running behind.They close at 5. No one has called us, we do not know who our technician/how to contact him, and no one is in the office answering calls. They didnt even have the decency to be honest and tell us he isnt coming today. Now we are without air for who knows how much longer not to mention they have the parts we already paid for.

  

  Business response

  07/10/2024

  Job was completed at 9:47PM last night.

   

  We have had several employees call out sick each day lately and it has been incredibly difficult both on the dispatchers for scheduling, and our guys in the field who have had to work day and night through grueling conditions to get to as many customers as possible. We apologize for the delay, but we have been, and continue to do everything possible to get everyone serviced in a timely manner.
  

  Customer response

  07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable. However, I think my review should be posted so others can decide for themselves if they would like to do business with them. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American Home Shield (HMS) sent Myers Comfort Specialist to my home to check my ** unit because it wasnt cooling. When they arrived they said the refrigerant was low. He tried to sell me a new unit (as they usually do) but when I rejected the offer, he added refrigerant, without checking for or repairing the leak. This cost me $400. A few weeks later the ** unit stopped cooling again. When Myers came out this time I was told the compressor and quick disconnect were bad and needed to be replaced. They ordered and installed a rebuilt compressor on Aug 1, 2023. This time my cost for the refrigerant was $1,200. They did not replace the quick disconnect because I called and complained about them replacing parts for no reason just to make money. AHS sent Myers back to my home on Aug 23, 2023 for the same problem - ** unit not cooling. Before they came out I called to inquire about them not repairing the leak prior to adding refrigerant. I spoke with a very arrogant guy named *******. When I asked ******* if they usually check for and repair leaks prior to adding refrigerant, he was unable to provide a straight answer. I said adding refrigerant without preparing the leak would be like adding air to a tire without repairing the tire. ******* Responded very sarcastically, I dont know, Im not in the tire business. Wow, what an answer for a supposedly supervisor speaking to a customer! ******* said that I would not be charged for the refrigerant this time and he would get back with me on Friday Aug, 25, 2023. He DID NOT!!! ******* and the tech informed me on Aug 23, that the the evap Coil was leaking and that my return air flow was too small. Myers replaced the furnace in Mar, 22 and blocked the return air flow at the unit. I asked the tech about blocking the return and he said new furnace would not need it . The evap coil leakage was problem the issue that caused the unit to be low in refrigerant from the start but they failed to check for leaks!

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company did work a by my home warranty service. They advised the warranty company several items were out of code and warranty does not cover such items. However, nothing was out of code and I was responsible for the charges. Myers charged $95 to replace 3 of pvc pipe that was part of the installation on the ** evaporator coil.They charged $395 to trim the duct work so the new coil would ******* is part of the installation process it was not out of code prior.They charged $195 to paint mastic over the sealing tape on the duct which again is part of the process. The mastic can be purchased for $20/gallon. They used probably a quart and it took 10 mins *** to handle.It all boils down to them telling the warranty company we were out of code and then charged ** ridiculous prices for the non covered work.I visited the office of Myers and was told they will do nothing

  

  Business response

  06/09/2023

  ****************,

  You are misunderstanding what these code items are. These are not "violations", but code requirements on every install of this type per the state board of HVAC in order for the installation to be up to their code standards. It would be illegal to ignore these requirements, we are simply abiding by the law. These items happen to not be covered under your contract through your home warranty company. This is not in our power to determine. We report the cost of installation to AHS, and they determine your out of pocket cost based on your contract coverage.

   

  And yes, I'm sure you can scour the internet and find the cheapest bottom shelf mastic for $20/gal, and it would be easy to think you are being overcharged. We take pride in the work that we do, though. We use high quality materials in every installation we do. There is also the labor to apply the mastic (which is generally longer than a 10 minute process, not sure where you got that from), as well as the labor to remove any remaining mastic from where the previous unit was sealed onto the system.
  

   

  I understand that you are upset with the amount this installation cost you. HVAC work can be very expensive stuff. In your case specifically, a vast majority of the cost came from the refrigerant. Your system holds a massive amount of refrigerant, and unfortunately refrigerant is just a very costly part of this industry. Additionally, your warranty company did cover a good amount of the cost for this installation. It would have been a significantly larger out of pocket cost for this installation without AHS. Regardless of what company you chose to perform it.

   

  In any event, you were informed of these costs from both AHS and our company prior to the installation, and you accepted them. If you had any grievances with the cost, you would have been well within your rights to decline service through us and seek other options at that time. For that reason, we will not be offering a refund for the work we performed at your home.

   

  We appreciate your understanding.

  Myers Comfort Specialists
  

  Customer response

  06/14/2023

   
  Complaint: 20099825
  
  I am rejecting this response because:

  The warranty company rejected the disputed charges because they said Myers stated these were code violations. 2 reps from myers stood in their office and told me they did not tell AHS there were any code violations. I asked Myers to advise AHS, the warranty company, that there were no violations so I could be reimbursed but they obviously have not done so.

  AHS states they can only go by what myers tells them and myers has not told them there were no code violations on my unit prior to any work done.

  Obviously, any work done by a licensed hvac company must be done "per the codes" so to state certain parts of the repair were due to the system being out of code is blatantly false. There was nothing mentioned about the coil installation gas and or electrical connections having to be up to code which we know they were so why choose a few overpriced items to state them being out of code???

  to again state I approved the work before it was done is a very unprofessional and lame excuse at best as they tech would do no work until I paid them on th spot. It is hot in the south and we needed AC. When I asked the tech about the charges he said "********** to AHS and they tell us what is or is not covered." I asked why these items were not covered and he said he didnt know why.

  Back to the mastic which can be purchased $27 low to $70 high retail for a gallon there may have been a pint used on my repair and it is applied by brushing over the sealing tape on the plenum. if a qualified tech cant do that in 10 mins he/she doesnt deserve the position. $195 for this activity is exorbitant.

  finally, I have repeated asked for a written explanation of the code issues and exactly what was not to code and/or what had to be done outside of an ordinary repair to my system to follow the code and I have not received it.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/15/2023

  There is no new information in your response, all of your concerns were addressed in our previous response, and our stance has not changed.

• Initial Complaint

  09/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had Myers Comfort to service our AC Unit in June because it kept cutting off, and was not running properly. The contractor stated that the issue was fixed, and the air was blowing again like normal. After a few weeks past we noticed water backed up in our bedroom, dinning room, and living room so Myers Comfort was called out again in August. The second contractor stated that their colleague re-routed the P-Trap instead of draining it which cause the water to over flow. The second contractor corrected the problem, vacuum the standing water that was present, and took pictures of the water damage that was caused, plus notate this information on the invoice. Several calls were made to management who never returned our call. In my final attempt to contact someone I spoke to a Yolonda who then forwarded me to the supervisor ****** who stated that the manager ******** **** would contact me back. We finally got a call from Yolonda stating that Myers would not do anything for waterdamages.

  

  Business response

  10/13/2021

  Business Response /* (1000, 7, 2021/09/21) */ Hello Mr. *****, We apologize for the negative experience you had with us. I'm not sure where the mix up occurred, but someone will be contacting you today to set up an appointment to assess the damage & determine the source of the leak. If we are responsible, rest assured we will take full responsibility and have repairs done for you ASAP. Please be on the lookout for our call. Thanks Consumer Response /* (3000, 9, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) After reading this response to see that our issue was discussed at length leaves me with the question of why no one from your office returned any of the five phone calls that was left for us to speak with a member of management to give us this same explanation? On our fifth phone call we were told that LaShonda Gunn who is the manager would be contacting us, but instead she had Yolanda call with no explanation other than we are not covering any water damage. It took getting reported to the BBB for a response to even get received. Here are the facts: X-X-XXXX Technician #1 came to the home due to the A/C not working properly. Was explain by the Tech #1 that our system has a safety mechanism that causes the A/C to shut off automatically when water back up to a certain point so that it does not overflow. There was no standing water present when the Tech came to work on the A/C system, or when they left. We were in and out of town for the month of June, and most of July only to come back home to notice our wood floors had buckled. After doing further investigation in the room where the A/C unit is located the carpet, and closet was soaked with water. Contacted AHS who set up another visit from ***** to come out on 8-6-2021. X-X-XXXX Tech #2 came to the house to work on A/C and inquired when did we notice the water, and it was when I stated after coming back in town towards the end of July seeing our wood floors were buckled. Tech #2 then reviewed the work that was done by Tech #1, and ask me did he explain why he re-routed the P-Trap. I stated no, and then Tech #2 went outside to speak with his manager on the phone. When he came back in Tech #2 stated that he could not answer why Tech #1 did what he did to the unit, but his manager had instructed him to take pictures of the water damage plus use his H-Vac to vacuum out the standing water that was still present. Tech #2 also notated on the invoice that there was water damage present which I uploaded a copy of both invoices given on the BBB system. We have been extremely patience throughout this whole process just trying to receive some type of guidance or direction. We did not demand a certain price to be paid, and we only asked what could be done only to be ignored until a complaint was filed. American Home Shield contacted ***** to work on our A/C unit the first time which caused us to have to contact AHS for ***** (the same company) to come work on our unit a second time. It has now been 54 (the exact amount of time you say that I waited to call back) days since the second Technician from the same company has been to our home to fix our A/C unit, and there has not been one drop of water found while our A/C has been operating. So to say that you are unable to verify the work done was the cause of the leak when it was only ***** who worked on the system is really insulting, but we can see how the Judge will rule on the facts. Thank you for your response.... Business Response /* (4000, 11, 2021/10/04) */ I understand you're upset about this, but to say we have not been in contact is simply not true. We explained, as you stated, that we are not covering the water damage. It was explained to you then, and has been re explained in my previous response that the reason is due to the amount of time that passed. Regardless of whether anyone else worked on the system or not, about 2 months of time passed while this issue occurred with your system. It is unfortunate that you were in and out of town during this time. I'm not sure what to tell you there other than that was not our decision. Our technicians are trained to document any water damage on a job for our own records. This is because we want to be able to take accountability and know what we need to repair if it is determined that we are at fault, or so we can have documentation for those that would seek to have us take accountability when it is determined we are not at fault. No one is ignoring you, I would be happy to have our service manager ******** ********* give you a call if you would like to go over all the details again. It was never our intention to insult you, and you are more than welcome to get a judge involved if that is that path you feel this needs to go down. We will not, however, be accused of wrongdoing time and time again when our determination has already been made, and the reasons for that determination have been very clearly explained. Please let us know if you would like to discuss this further, we are happy to accommodate.

*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. ↩