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:01/27/2025

  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.

  On Oct 31 I hired MC to come and pressure check and charge my newly installed Heat Pump unit.While the unit was charged by the afternoon it had stopped working and upon inspection I discovered an audible leak at the connection to the indoor unit in my bedroom. I was charged and paid $442.00 for this and had to evacuate my home for the night to avoid being poisoned by the fumes.I called again and demanded that they come and fix the issue and they sent out someone to find and fix it. The person that arrived fixed that leak only to discover the unit was still not holding pressure butas he had no leak detector to find it and attempted to do it manually turning an hour project into a 2 day one. The main compressor unit was leaking.This is when I received the Invoice for $3,001.00. At which point I called to try and understand. I was told that this bill was to cover not just the labor, but would cover the warranty submission and further work that would be needed to replace and fix the unit. I wanted to be sure as this was a LOT more money than I had to spare that I was clear on the understanding of the agreement that this would be covering everything going forward. I was told in no uncertain terms that they would handle the warranty and installation. He said that he would handle the warranty and get it running and this would be the last bill I get from them.They filed the warranty and then after several weeks of not hearing anything they said I was supposed to talk to HVACDirect. I have spent the last several months going back and forth between the HVACDirect with them making demands about proof where it was leaking and MC repeatedly sending out someone to get that info only to still not have a detector. I've received 2 more invoices for $2052 and $456 the larger of was given for the Tech arriving again unequipped even though I asked specifically for someone with a detector, he left without even looking at the unit in under 10 minutes.

  

  Business Response

  Date: 02/06/2025

  This complaint is without merit and should be dismissed because the customer is not willing to pay for our services. He bought an HVAC unit by himself without going through a certified vendor and he we were at his place with atleast 3 technicians to seven times to deduce the reason for the issues. We checked the whole system including inside unit, outdoor unit and cut through his whole house to look at his refrigerant lines. We did find a leak but we couldn't determine the source of the leak and so we had to get a leak detector. So we have been to his house and spent atleast 2 days on one occasion diagnosing the issue and we are about to send the invoices to collections if the customer doesn't pay us for helping him find the root cause of his issue so he can get his warranty claim reimbursed. I even tried to talk to HVAC direct to get them to pay for our time but we were told the customer is responsible for labor charges. We have no control on how much time is spent diagnosing an issue and we work deligently and quickly to get to the answer and we bill accordingly. 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22858907
  
  I am rejecting this response because:
  

  I was charged $3400 up front and promised that that would cover everything including taking care of the warranty. It is not running and I am now having to hire another company to complete the job.

  The extra visits were because the technicians were never informed what the job was beforehand, and thus never arrived with the tools they needed and would just leave. This happened even when I specifically told their receptionist ahead of time what they would need to bring. Wasting not only their time but also costing me for the hours I had to take off work needlessly.

  I am cutting my losses for making the mistake of not investigating this company better ahead of time. But I am not going to pay additional fees for an unfinished and neglectfully done job.

  If need be I will bring legal action if harassed any further.

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

• Initial Complaint

  Date:08/12/2024

  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 September 20, 2023, MC ******************************************* installed a heat pump for $13,890. The agreement came with a 1 year installation warranty and 5 year manufacturer's warranty. The unit stopped working the first month. Under warranty over the next 9 months, a series of technician visits and unit failures occurred, with several installation issues noted at some (thermostat improperly wired, unit and fan imbalances causing excessive vibrations and noise, missing buzz fuse), and also noting low pressure at one of the visits. Earlier conversations with MC heating technicians also led me to believe if it was related to the unit itself, that they would coordinate that and costs with the manufacturer directly. On the diagnostic visit 8/12/24, they saw low pressure again. They indicated they'd have to work with the unit for a longer session to find leaks, so recharged the refrigerant again (band-aid) and did not ultimately resolve the underlying issue. While this is still within a year, with several installation errors (thermostat wiring, buzz fuse, unbalanced installation, etc), the work was previously being done as part of installation warranty. This time, however, I received a $621 invoice for work that did not fix the problem. In the end, I paid ~$14k for a heat pump that does not work despite being < 1 yr old. The installer tried multiple times to correct the underlying cause without success, despite catching multiple errors in the original installation. If there was suspicion of it being related to the manufacturer (which I originally suggested looking into, but was advised not to do by MC heating), its unclear why that path was not pursued prior to committing work they then invoiced for. I am hopeful MC Heating can perform remaining necessary repairs or help coordinate with the manufacturer to get a working unit, and that this recent experience is an outlier and not reflective of a change in how this business operates with customers.

  Customer Answer

  Date: 08/13/2024

  "On September 20, 2023, MC Heating & Cooling installed a heat pump for $13,890. The agreement came with a 1 year installation warranty and 5 year manufacturer's warranty. The unit stopped working the first month. 
  Under warranty, the first ********** noted a problem with the way the thermostat was wired. It failed again that month, they suspected it was the inlet filter was 2 months old. I maintained filter replacements monthly. It failed in Nov and the inside unit was shaking the house and the outside unit was very loud. This time they noted it was installed with some imbalances/issues, and said they fixed this and adjusted the de-icing thermostat. 
   
  The unit failed several more times over the winter. In Spring they noted the refrigerant was low, but could not find a leak, so drained the lines and recharged. After the next failure, the ********** noted there was no buzz fuse installed, so they added this. A month later, it failed. They checked the lines and confirmed it still had refrigerant. 
   
  They indicated the next time should be scheduled as a service-call where they could talk with the manufacturer to diagnose what has plagued the system. After it failed again, we got this scheduled as directed. I had the same understanding throughout this process that this was being handled under the warranties (would not be billed for the call). Earlier conversations with MC heating **********s also led me to believe if it was related to the unit itself, that they would coordinate that and costs with the manufacturer directly. 
   
  On the diagnostic visit 8/12/24, I dont think they made progress on the phone, but they saw low pressure again, and didn't see any leaks. They indicated they'd have to work with the unit for a longer session to find leaks, so recharged the refrigerant again (band-aid) and did not ultimately resolve the underlying issue. While this is still within a year, with several installation errors (thermostat wiring, buzz fuse, unbalanced installation, etc), the work was previously being done as part of installation warranty. This time, however, I received a $621 invoice for work that did not fix the problem. 
   
  On phone, the owner indicated that because the unit was leaking, it was not related to their installation and thus not under warranty, despite the fact that we still don't know where the leak is coming from or how it happened. They indicated that I needed to address unit warranty issues with Gree directly, which was not how I was originally instructed on managing the issue, especially without evidence that it was unit-related. So, despite being under both warranties, instead of coordinating with the  manufacturer (Gree) for the time working on their unit, I ended up with a large charge, and was told they'd charge me further for doing the actual diagnosis and repair that seems ultimately needed. Note: when trying to submit a warranty claim to Gree, their website clearly states that a contractor must be the one to file and start a claim, so I could not file the claim or coordinate this directly without evidence of the cause (unit or installation). 
   
  In the end, I paid ~$14k for a heat pump that does not work despite being **** 1 yr old. The installer has tried multiple times to correct the underlying cause without success, despite catching multiple errors in the original installation. If there was suspicion of it being related to the manufacturer (which I originally suggested looking into, but was advised not to do by MC heating), its unclear why that path was not pursued prior to committing work they then invoiced for. 
   
  Historically, MC Heating was trying in ******* to honor their warranty and help correct this issue up until this latest interaction. So, despite my frustration with the unit not working, I was alright continuing to try with them. I just want the working heat pump for my family that I paid for and is well under warranty not to have to continue sinking time, or more money, towards correcting the problem. I am hopeful MC Heating can perform remaining necessary repairs or help coordinate me with the manufacturer to get a working unit accordingly, and that this recent invoice without warning and interaction is an outlier and not reflective of a change in how this business operates with customers."