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:09/05/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  On 08/25/21 my wife signed up for their "Platinum Membership" for $2574.00 for five years. This was supposed to include twice-a-year HVAC inspections. The problem is, of late, they can't manage to keep their appointments. They missed three in a row. I've asked to speak with a manager the last two times I call but am always told, "They're ready busy. They'll call you back". It's been over three weeks since my last request and no one has called. At this point, I'd like a partial refund for the amount we paid upfront so I can use that to pay for service with a company that wants my business.

  Business Response

  Date: 09/09/2024

  Dear BBB,
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by Mr Tucker.
  Regarding the Platinum Membership, we acknowledge the customer’s frustration with missed appointments and communication issues. We want to clarify that the membership included several complimentary services and gifts, which, when totaled, exceed the initial membership cost of $2,574.00. Additionally, the value of the services rendered so far is also greater than the membership fee.
  If the membership were to be canceled, the customer would be responsible for the cost of the included services and gifts, which would surpass the amount initially paid.
  We are committed to finding a satisfactory resolution for all parties involved and believe that working directly with the customer to address their concerns and provide a fair resolution would be the best approach. We are eager to resolve this issue and restore the customer’s confidence in our services.
  Thank you for your assistance in this matter.
  Best regards,
  Carl W
  Merlin's Air Conditioning

  Customer Answer

  Date: 09/11/2024

  BBB,

  Please forward this this to your customer.

  First off, we NEVER received any "gifts". We've paid separately for anything Carl W. thinks his company gave us. 

  The services we've received were NOT complimentary. They were paid for in advance ($2574.00).

  It seems ridiculous to us that they want us to continuing doing business them just so we can miss a days work every time their technician's decides we're not worth their time. We're already missed two days of work this summer for their missed appointments. Unfortunate for us, we didn't track lost work days for their missed appointments previously.  Unless they are willing to guarantee us no more missed appointments (with a financial penalty on their end) we do not see the sense in scheduling another appointment.

  It also seems odd to us that the manager (or owner) of this company doesn't have the where with all to share his full name. He has ours.

  If they attempt to bill us for any services or "gifts" previously received, we will be filing a complaint with the Office of the State Attorney General for fraud.

  Regards,

  Glenn & Shelly Tucker

   

• Initial Complaint

  Date:12/10/2023

  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.

  1 1/2 half ago Merlins installed an entire system in my home as a snow bird when I arrive the heating portion did not work because they failed to install the heat exhaust pipe. They sent a quality inspector out and he corrected the condition and noted how bad the entire installation was. Fast forward to September and an installation p-trap failure allowed all the water accumulated out side of the tray to accumulate and destroy the ceiling. Not only did the new system fail but because of the incompetent installation it destroyed my living room. They also charged me $3300 to bring the faulty system to working condition

  Business Response

  Date: 12/11/2023

  At the current moment everything is corrected with no further action being requested by the customer.

  Our company keeps records of all phone calls. text messages and emails associated with every job. As well we give a two year maintenance and warranty on all our work.

  This particular job was installed well over 2years ago which is outside of our warranty and maintenance period. There were numerous attempts to schedule inspections during the 2year period all canceled and declined at the home owners request. 

   

• Initial Complaint

  Date:08/03/2023

  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.

  my air conditioner stopped working 7/26/2023 and i called for service. ******'s sent a repairman to the house on 7/27/2023 and he determined that the air conditioner needed a new condenser which he would have to order. with the weekend coming, i probably couldn't see a new part til the following monday, 7/31/2023. have been calling all week and no part had arrived. was told a serviceman would be a the house on 8/3/2023 to repair the unit. no ******* has showed up yet and i am very uncomfortable without air conditioning for this past week. have left messages with the company's answering service to inquire about repairs and have not received any answer.

  Business Response

  Date: 08/14/2023

  We have spoke to the customer about this situation and have been told everything has been resolved and this complaint should be closed.  

• Initial Complaint

  Date:07/31/2023

  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 have an air conditioner unit under warranty, installed less than 2 years ago, and it is not working. Called for air conditioner service with the original installer, ******'s, on Friday, July 28th (afternoon) and was told they have 24 hours to address the issue. Nobody helped or called back so we called them again on Saturday, July 29th, (three times before we talked to anyone) to determine when we could get service. ************ house temperature reached 94 degrees F, and we were told that they had "2 installs and would check to see if reps were willing to look at our unit afterwards." No call, and no show. They made an appointment for Monday morning, July 31st. They confirmed Monday morning appointment (no time given) via text. Nobody showed or called Monday morning. Tried to call them again and only reached a voice mail stating that nobody was available to take our call. We are being ignored. This company is not honoring their agreement for which we paid a premium. Even barring a premium, we are still under warranty for this A/C unit with this company, and they are not fulfilling an obligation for service to their purchasing customer. We now have to seek out a reputable company to help with our AC problem and shell out excess costs to pay for labor (which would have been covered under the warranty with ******'s) plus whatever service fee is charged for the visit. This also further extends our misery in unlivable conditions for the fourth day.This company is crooked and is trying to avoid their liabilities to us.

  Customer Answer

  Date: 09/01/2023

  Please be advised that ******'s A/C finally provided service on the same day that the complaint was originally filed with Better Business Bureau. The unit was finally repaired and operational after 3 days of unacceptable living conditions. The issue has been resolved.
  

• Initial Complaint

  Date:12/15/2022

  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.

  On April 25th, 2022, ****************************************** sent a technician to my house to do an air condition unit "tune-up" after having called me on the phone with a $75 promotion. My ac unit was working just fine but I wanted to make sure that my unit was ready for the summer so I accepted their offer. A technician came out who proceeded to sell me a "gold membership" for $3000 which would include 2 free tune-*** per year, 20% off labor & services, etc.. along with a few other misc. items that the technician said needed to be replaced & refilled (including Freon, although againmy unit was blasting ice cold air/made no noises/ran at will/etc..) before he touched it. He offered also a air purifier for my unit which I said I did not want or need but then said it was included in the membership. On June 25th, my ac unit started to not cool the house (for the 1st time in 8yrs since I purchase the unit in 2014), so I called Merlins *************************** to come out since I now had a membership with them for ac unit servicing. They stated that I had a Freon leak (???) and charged me $620 ($775 minus my 20% membership "discount"). I didnt understand how I would have a leak within the 2 months since they last came out to test my unit but I paid it. On December 1st, I get a call from ******'s that says I'm due for my bi-annual "free tune-up" so I schedule an appointment for them to come out on December 7th. On December 7th (my ac/heat was working 100% fine), a technician comes out, goes up on the roof for 5 minutes, & comes back down saying that my "amps are running at **** which is higher than the 21 amps that it should be running". He checks my air filter in the hallway (which I had changed out a month prior), says nothing & then proceeds to try to sell me some sort of $12,000 compressor that I can "finance thru ***** Fargo". WHAT??? I ask him how on earth can my unit (that is only 8yrs old & cost less than $6000 new) possibly need a replacement part for $12,000 when an entire new unit would cost less AND when the average lifespan of an ac unit is supposed to be 15-20yrs ?? He leaves & "wishes me good luck" with my unit. The next day, I try to turn on my heater & the unit turns on for about ***** seconds then turns itself off. So I call Merlins to tell them that now my (perfectly-good-before-their-technician-touched-it) ac unit doesnt run for more than 30 seconds! So they send out the SAME technician on 12/10 who goes up on the roof, comes down 20 minutes later to tell me that my motherboard is completely blown and my unit doesnt work at all! He then tries to sell me a $2000 motherboard? On both visits 12/7 & 12/10, the technician had me sign a consent to send me their estimates via email (or so he said) which I never received. I told both the technician AND the girl named ****** at the office that I have not received any kind of invoice or paperwork as to what the technician had done or was estimating for either visit. Please note that I have left messages for the general manager at Merlins now as of 12/7 & 12/10 (with ****** in their office who stated her boss would call me within 24hrs on 12/7 or "as soon as possible" on 12/10 though I heard back from NO ONE either time), another message was sent 12/11 via ******** messenger for the manager to call me, & again 12/13 with a gentleman named "******" at their office @ ************ to please call me back, and lastly again today 12/15 with ****** at their office. I am told the managers name is ****** with no last name (they stated that they dont give out last names) and that he is (again) in meetings and he will return my call as soon as possible. Now I have a non-working unit that did not get a tune-up as scheduled on 12/7 at all, that WAS working perfectly fine prior to that scheduled tune-up appointment, instead of getting service to my ac unit, I have been sent over pushy salesmen who fix ************ unit goes from working 100% great to not working at all? If I had known that I was going to be swindled repeatedly by this company, I would have NEVER paid $3000 for their "gold membership". I cannot imagine how many people that they are doing this to! I have since had to call another company to come out to fix my ac unit that (previous to Merlins technicians touching it) worked perfectly well. So Ive paid $3000 for a bunk membership with Merlins *************************** & now Ive had to get my ac unit serviced elsewhere since it no longer works. I would like the owner to cancel my membership & to reimburse me the cost of the membership so that I can use those funds to pay for my new unit with a different vendor. I also think that the general public needs to be warned about the ethics that the technicians (and manager) at Merlins lack. On 12/13, I had a technician from a different company come out to see why my unit was no longer working at all. The technician stated that the compressor & the motherboards were just fine but that it appeared that my unit had somehow been sabotaged by someone who poured a green substance into the unit that was now clogging the indoor/outdoor TVX. The cost to fix the unit at this point would be close to $6000 which would not be worth the cost to pay when I can get a whole new unit for $8300 with the new company. I ended up having to purchase a whole new unit (from the new company) due to the damage that I am convinced was done by the Merlins technician in order to force me to pay for either ridiculously expensive repairs or as a way to have me buy a whole new (overpriced) unit from their company. This experience has completely traumatized ****** feel that I was completely taken advantage of. As a single mother of 3 boys on a very tight budget, this entire experience has left me feeling extremely violated & victimized. Let me re-iterate: Merlins *************************** came out to do a tune-up each time on a perfectly great working name brand unit that was only 8 yrs old (avg lifespan is 15-20yrs) & with each visit, I was told thousands of dollars in repairs (or full unit replacement was needed)? Does that sound right to ANYONE?