ComplaintsforMetz Air Control, Inc.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company I started working for in May of 2023 as the office manager needs AC repair work done. When starting to get to the issue, I asked about previous work done for us and was informed that we had work done in the previous year by **** and we even had a warranty. I have a previous negative experience with **** from another workplace and I decided not to pursue them. I then found out they had avoided fullfilment on a warranty we had with them for the full year it was in place, they never fixed the AC's they were paid to, I've had another company confirm for me that there are parts missing from our rooftop units, thereis patchy work done, filters are missing, sealing on the units was either never done or poorly done and degraded. This is a complete lack of professional behavior and I am begining to suspect that they even stole parts from our units.

  

  Business response

  07/27/2023

  We were initially called out to ****** to service a unit that was not getting air into a specific part of the building.  When ************** arrived on 2/3/22, he was greeted by ***** who escorted him to the roof of the building.  ************** was taken over to a specific unit.  The unit was missing many parts including the entire blower assembly.  The technician showed ***** that there were multiple systems that were missing parts (pictures attached, ************* stamped).  ***** stated the owner only wanted the one unit worked on.  The focus was on a specific unit because ***** said their employees were threatening to quit if they did not get air into their offices. ***** also said that one of the employees from their shop attempted to repair multiple units.  ************** said he could not do anything with so many parts missing.  ***** said he would have their employee put the parts back he had removed and call ************** back after completion.  There was no charge for that initial visit.
  On 2/18/22, ************** received a text from ***** with a picture of the unit still missing parts and acknowledged that other units on the roof were also missing parts as was discussed in first visit (text attached).  He requested ************** come back out and see if he could get the one unit working and to take a look at the others to see what might need to done to get them in working order.  ************** returned to ****** on 3/10/22 to try and salvage the one unit.  Some of the parts had been returned to the unit, but everything had been wired incorrectly and parts were still missing.  Again no charge for the call.  ***** was going to talk to the owner about how to proceed.
  On 3/15/22, two proposals were sent to ******; one to replace the package unit and the other to put in a new circuit board and contactor (documents attached).  Both proposals included ductwork repair because there were broken ducts that would not allow air to get into the areas of concern once the unit was in working order.   
  We received a call to move forward with the minimal repairs only and the parts were ordered on 4/28/22 and the job was scheduled for 5/3/22.  We had not received the signed proposal and it was finally signed and sent back on 5/2/22, the day before the repairs were completed.  The next day, 5/4/22, our lead technician, as well as the technician who had been on the job since the beginning, went out to go through the wiring on the unit and perform start-up.  The unit was in working order and the invoice was paid in full for $4225 (attached). 
  On 6/17/22 ************** was called out to look at a mini split unit.  This is not the unit above as that unit had duct work repair and a mini split is ductless.  This unit was low on refrigerant and it was suggested that the owner put in a seal kit prior to recharging as there was likely a leak.  Owner said they were moving buildings and didnt want to invest any extra money into the system.  The technician added 3 lbs. of refrigerant and noted on the invoice that without the seal kit we could not guarantee the refrigerant would hold.  Those notes are on the paid invoice (attached).
  We only worked on two of units on this building and both were in working order when we completed the repairs.   We were never called back on either of them.
  We have never worked with the man who filed this complaint with us.  We tried contacting him and the owner of ****** when we saw this complaint, and no one returned our phone calls.  We also asked for *****, the general manager who worked with ************** during this time period and were told he no longer worked there.  Text messages between ************** and ***** are attached.

  Customer response

  07/28/2023

   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. I would also like to apologize to the business as I had snapped to a quick judgement. 

*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. ↩