ComplaintsforMotili, Inc.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the new 5 ton system on 09.10.23, it took an additional two weeks for the installation 09.26.23 due to lack of equipment. The installation permit was not filed until December; this was after I was notified by the city inspector. S*** started appearing around the A/C vents in May. I attempted to contact other companies but was advised that the system was under warranty and should not accumulating dust particles and to contact the installer. I called Motili, the same tech "*******" who installed the system came out and stated that there were no issues found. I asked for documentation and never received anything in writing. No other company will maintenance the system under warranty that malfunctioning. On August 4th, the system froze. They stated the system was probably just trying to cool the house down too fast. I stated to Motili *** that there were no environmental changes therefore this didn't sound logical for a new system. In turn, I then advised the *** I thawed out the system by putting it in the on status. He stated being that it was back working, there was no need for a tech. I advised him that I can't afford for the air to go out again because my husband is in Rehab due to a stroke on the brain; he will be returning home and he can't afford to be over heated. On the 14th, system freeze. I call Motili, they send "*******" and he states he sees nothing wrong. I advise him that this is the 3rd time that "He " has been out to our home and he found no issue with the unit. Clearly, there is problem. He stated that he will notify, account manager ******* to send a 3rd party contractor to come out to assess the A/C unit. After two months of hospitalization, my husband return home on the 16th. Now, Saturday August 17th, we are without air due the system freezing for a 3rd time in 3 weeks. I advised them that we can't be without air due those in the home that suffer from severe medical condition. They refuse to review or ***air this new unit.

  Business response

  08/21/2024

  Good afternoon,

  This is an ongoing issue that we are currently working on directly with the customer.  Please allow us to finish the process before we determine the final outcome. As you'll see below, our contractor was just out yesterday.

  9/12/2023: Inspection
  9/13/2023: Technician returned to home to get more required photos
  9/14/2023: Homeowner signed change order and Motili ordered equipment.
  9/21/2023: Motili was notified of equipment delivery date 9/22/2023, informed homeowner, confirmed install date Monday 9/25
  9/22/2023: Motili was informed the equipment was not delivered to technician as expected, the order center team immediately asked distribution for update.
  9/23/2023: Motili confirmed equipment will arrive on Monday 9/26 and homeowner was informed the install date has to be pushed to Tuesday 9/26.
  9/25/2023: Technician applied for HVAC mechanical permit with the City of ********** Permits and *********************
  9/26/2023: Install began. The technician had to exchange a part due to receiving the incorrect size.
  9/27/2023: An electrical issue was found. Homeowner was advised to purchase a new breaker and did so. Technician noticed another part had damage, Motili opened a claim for the technician to exchange the part.
  9/28/2023: Technician returned to the home with new parts. Due to high temperatures in the attic the technician asked to return again the following day. Homeowner agreed.
  9/29/2023: Technician returned and completed installation and confirmed system is functioning.
  10/04/2023: Permit issued to technician from City of ********** Permits and ********************* Technician uploaded the permit to the Motili work order.
  10/19/2023: City of ********** Permits and ******************** issued a Passed Inspection Report to the technician, which he uploaded to the Motili work order.
  05/22/2024: Homeowner called Motili with a concern about dust coming out of the vents. She asked for the technician to come to evaluate.
  05/24/2024: Technician went to the home. This is the note from the technician: No visual issues found with duct system. Filter was dirty at time of visit. Owner was advised to get a more durable filter and dust build up around grills may be due to previous air handler being dirty, sending particles through duct system. Homeowner given direct contact to local company that can provide them with a better 16x30x1 filter. Job Manager ******* confirmed these findings with the homeowner.
  08/05/2024: Homeowner called Motili and stated the outdoor unit had frozen up completely while she was away from home. She set the system to fan mode and stated the system was functioning properly.
  08/13/2024: Homeowner called in and stated the outdoor unit has frozen up again. Job manager ******* scheduled the technician to come and evaluate the following day and advised homeowner to run the system on fan only mode again so that it would be functioning for the technician to ne able to evaluate.
  08/14/2024: Technician assessed the entire system and did not find anything wrong with the system or the outside unit. He advised the homeowner to change the filters every six months to avoid further issues. The technician informed the homeowner she can get her own second opinion if she would like, and he would be happy to take care of an issue if another technician was to find one.
  8/17/2024: Homeowner called Motili and stated the outdoor unit has frozen up again. She was under the impression ******* was going to schedule another technician to come out for a second opinion since the installing technician told her she can get a second opinion if she would like.
  08/19/2024: ******* called the homeowner and informed her that Motili is sending another technician out for a second opinion at no cost to homeowner and cleared up the misunderstanding.
  08/20/2024: A technician went to the home to assess the system, and called ******* after he left the home to confirm he was there. She asked him to upload his findings to the Motili work order. These findings will be sent to QA to review. 

  Customer response

  08/21/2024

   
  Complaint: 22158408
  
  I am rejecting this response because: I started calling Motili in May reporting issues with the system and the Technician ******* stated that there were no issues. The filters were not extremely dirty because we change the filters often. My husband was out of town longer than usual, therefore the filters were not changed but were being changed that day. We keep them in stock. I asked for documentation of the findings of this visit, but they never provided any information. ******* indeed advised me at the end of his visit  because  he couldn't identify the problem and the system keep freezing, he will ask my account manager ******* to send 3rd party company out to assess the issue. How can I get someone else to assess A/C unit when there is red tape on the unit in the attic and warning sign on the unit outside advising others that unit is under warranty by ********. The company that Motili subcontracted through Motili.

  After, the complaint and advising them that husband is home with severe medical conditions. They sent ******* from ClimatePro Heating and Cooling. He found that the there was inadequate return air in the home. He stated upon install an additional vent and duct should have been added based on the size of unit install. This would give sufficient return air flow in the home. He stated  system has been overworking and struggling to distribute air throughout the home. This assessment should have been done prior to the install. Also, when tech ******* stated that one of the possible reason that the system could keep freezing is a restriction in the airflow, but that is not the case. It actually was the case. Therefore he didn't properly diagnose the problem. 

  There wasn't sufficient airflow because the house wasn't getting enough return airflow to the system.  This could have created long term problems to the blower motor, coils, etc.  because the system has been overworking.  It has been over-overworking because it was not properly assessed to determine that it needed additional ventilation.  Then the problem was not properly diagnosed.  
  
  Sincerely,
  
  ****** ********

  Business response

  08/27/2024

  We are working with the customer on this, so I do not understand why the BBB is involved at this point.  We cannot have a resolution until we have all of the information.  See below for current communication.

  The work order has been sent to QA for review. Per the ************** ******* ****** has some questions for the contractor and will be providing an update on a plan once he gets to review everything. ************** has spoken with the homeowner today to let her know that it is under review. She was fine with this and is okay with a call back within the next 48 hours. The homeowner has confirmed the system is working fine at this time and she purchased a better filter to help with the airflow. We will keep you updated once the review comes back. 
  

  Customer response

  08/27/2024

   
  Complaint: 22158408
  
  I am rejecting this response because: The BBB is involved I repeatedly asked Motili to resolve this issue before I filed the complaint and my husband came home from rehab. The system is always working fine until it's not working fine by freezing. They have been advised of the issue by the 3rd party company and yet they are still evaluating rather or not they will fix the issue. 

  ******* called on Thursday, and stated that she will give me an update by COB on Friday. Motili just returned the call to me then responded to this complaint. I have no alternative, but to wait on response within ***** hours. Again, I was advised this on Thursday. 
  
  Sincerely,
  
  ****** ********

  Customer response

  09/03/2024

  Hello ******* I responded to this complaint on 08/27/2024. This company is just trying to buy additional time because my one year warranty will expire in a few weeks. My response was under
  #*********C355.
  
  My ac unit froze again today. My husband has extreme medical conditions because he had a stroke on the brain on the brain 06.14.2024 and just came on from a two month stay in the hospital  on 08.16.2024. 
  He is complaining about the heat now and is subject to a heat stroke.
  
  This is after I inserted the new filter they suggested. 
  This is why I rejected their response. The next step is me contacting the local news because this unethical and illegal. 

  Business response

  09/19/2024

  I was out of the office last week and I am addressing this now.

  Business response

  09/23/2024

  Our *** Management Team has the following notes:

  I noticed in the complaint that Ms ******** stated that that we are "trying to buy time" since her warranty will expire in a few weeks. I want to point out that when she brought that up to me, I specifically told her we will not leave this issue unresolved after the one year labor warranty expires. I assured her that since she brought this to our attention well before the one year point, she does not need to worry about the warranty expiration at all. She seemed to understand appreciated it.
  
  We are working with out Technical Training and Development team for feedback after getting more information from the technician and speaking to Ms ******** yesterday. (9/15) The plan is to have the technician go out for a follow up early next week to check the refrigerant levels. Once I have a date set, I will let you know.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had recall repair work done on my furnace back in March and heat no longer works as it worked prior to them coming and unit is only 4 years old. I have reached out to them and a state rep on the phone said they would send out a new recall kit as the one in March was installed incorrectly. They scheduled someone to come out last week in which they said that person wouldnt come out and the message I received was in error and no one in fact came out as we were at home all day and have cameras. I am now trying to get a written confirmation that this recall kit will indeed be sent out to my house. I received *** notification that the kit was coming the first time they did the recall repair ,but now cant get anything in writing and concerned that they will not come out and fix the problem. I am looking for confirmation that the new recall kit is in fact coming and that someone will in fact get my heat working again before I deliver my baby in December.

  Business response

  10/27/2023

  After several attempts to reach ******************, we were able to communicate and promptly ordered a Drain Pan Kit to replace the malfunctioning kit. The request for the drain pan kit was submitted on 10/11, and as per our standard lead times, it arrived on 10/24. We made sure to keep ****************** informed about the timing and provided the tracking number for her reference.
  
  On October 27th, the contractor returned to her home and installed the drain pan kit, restoring the heating system to full functionality.
  
  We kindly request that you consider removing your complaint with the BBB, as the issue has been successfully addressed. If you have any further questions or concerns, please do not hesitate to reach out to us.

  Business response

  11/07/2023

  After several attempts to reach ******************, we were able to communicate and promptly ordered a Drain Pan Kit to replace the malfunctioning kit. The request for the drain pan kit was submitted on 10/11, and as per our standard lead times, it arrived on 10/24. We made sure to keep ****************** informed about the timing and provided the tracking number for her reference.
  
  On October 27th, the contractor returned to her home and installed the drain pan kit, restoring the heating system to full functionality.
  
  We kindly request that you consider removing your complaint with the BBB, as the issue has been successfully addressed. If you have any further questions or concerns, please do not hesitate to reach out to us.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new AC not even a 6 months ago through lowes and the contracted company for installation is Motili. Twice in the last months the ac has given out. The first time it took several days to even get someone on the phone to discuss the issue. Now, not even 1 months later, here we go again with no AC. It is a mission to get someone on the phone once again and when we finally do get someone on the phone, were told that they will follow up with us as far as someone coming out to even assess the situation and of course nothing comes of it we have informed them on numerous occasions that in *******, AC is NOT a luxury and the heat index is absolutely ridiculous to be with no air. On many occasions we tried calling and then get hung up on. Its quite frustrating and at this point we will be seeking legal action if this isnt resolved in a timely manner. Children are in this house.

  Business response

  04/15/2024

  Good morning ******,

  I am sorry this was your experience.  I am reaching out now to learn the current state of the situation as I have just taken over this account for **********************.  I want to find a resolution that could make this situation better for you and hear about the state of the unit at this time.  I apologize for the huge delay in response but do not want to leave the issue unresolved all the same.  Please reach out to me directly so that we can discuss a way to find a resolution for you that makes sense at this time.
  
  *********************************
  
  ********************************************************
  
  ************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is absolutely horrible! They came out sourced by ******* (who is owned by ******, and ****** also owns Motili) to a product recall. While here, they installed a blower guard kit. Our furnace would only work if our ** was also running. They couldn't figure out how to fix it so they unplugged the ** from the thermostat so it wouldn't also turn on when the furnace turned on. The tech said his boss *** or ****** would be coming out the next week (early March) to fix it. Not a huge deal at first.Dozens of phone calls went by, appointments were repeatedly scheduled and *** was supposed to be coming to fix it. Every single time there was an appointment scheduled and confirmed the night before, then it was cancelled the *** OF the appointment. *** NEVER responds to texts when I asked him if he was actually going to come. I used PTO to take time off work on several different days, for nothing. They stopped responding to calls or emails or texts, and when I finally got through to Motili I explained that our daughter has a seizure disorder that can cause her to have seizures if she's exposed to too much heat or cold. She does not regulate heat like a normal child.We're now in the middle of May and have had a week+ straight of 80+ degree days, and I've had a special needs child screaming at the top of her lungs for 6+ hours a day **all week** because it's too hot. Portable ** units are too loud for her with her sensory issues. Have you ever seen a 4 year old child having a seizure? It's one of the scariest things in the world. We explained the risk to them several times and all they could do was apologize. Right ... they are SO sorry. These people DO NOT CARE.We finally paid another company $400 today to fix what this company messed up. Crying tears of relief, but we're not letting this go. I'm the most passive person on this planet but I'm enraged. We WILL be finding an attorney and suing this company. In fact, I'm going to start calling lawyers tomorrow.

  Business response

  04/15/2024

  Good morning,

  I am new to Motili and will be handling BBB issues moving forward.  I apologize for the lack of response and want very much to find an acceptable solution for this matter.  Can you please give me an update for the current situation and help me with providing an acceptable resolution at this time?

  Thank you.

  My direct contact is *********************************

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

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

  I look forward to hearing from you.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/2022, motili was contracted by lowes as the sales agent for an hvac unit. I had an agreement that offered a fixed monthly rate for 8 to 10 year but when I tried and was unable to get this. Then tried to resolve with company (motili) and could not get a hold of. Then when. I reached out to lowes they said they can not change this. Now I am being sent emails of possible collections due to the unable to resolve with motili.

  Business response

  08/02/2023

  To Whom It May ********************* am writing to address complaint #******** on behalf of Motili. We acknowledge the concerns raised by ****************************** and are committed to resolving this matter in a fair and satisfactory manner.
  
  Firstly, we would like to express our apologies for the difficulties encountered in contacting ****************. We understand the importance of timely communication and are actively working to establish direct contact to discuss a mutually agreeable resolution. Our goal is to avoid involving collections and instead find a payment plan that aligns with ******************** budgetary needs, demonstrating our commitment to accommodating our customers.
  
  In reviewing our internal operations, we have identified some areas that require attention. We recently experienced turnover within our company, and unfortunately, the responsible individual did not transition the BBB account credentials to their successor. Once we regain access to the account, we will diligently monitor notifications and promptly respond to the remaining eight unanswered complaints. We recognize the significance of addressing customer concerns and will take proactive measures to prevent similar instances in the future.
  
  To ensure an improved customer experience going forward, we will provide ample resources for homeowners to reach our support teams in each region. This includes clear channels of communication via email and phone. We value the feedback received from our customers and consider these complaints with utmost seriousness. Restoring trust and confidence in our services is of paramount importance to us, and we are fully committed to earning it back from **************** and all our valued customers.
  
  At Motili, we pride ourselves on providing our clients with peace of mind by being there every step of the way to fulfill their needs. We understand the significance of reliable products and services and treat our clients' properties with the utmost care as if they were our own. Our dedication lies in finding the best possible solutions tailored to our clients' requirements, and we are determined to ensure that these homeowners experience our commitment firsthand.
  
  We appreciate the opportunity to address this complaint and assure you that we are taking proactive measures to rectify the situation. If there are any additional details or documents required to further investigate this matter, please do not hesitate to contact us. We value the Better Business Bureau's commitment to maintaining high business standards, and we look forward to working together to ensure customer satisfaction.
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  
  ***************************
  Vice President ******** Accounts
  *************
  **************************************************

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My HVAC system by ******* was recalled, and ******* was supposed to provide the services to fix the system. It has been under recall for over a year. It took about 3 months to get the parts, which was understandable with the recent supply chain issues. It has taken over 9 months to get a contractor to come and fix it. After about 4 months of having *************, they finally opened up appointments. However, the contractor never showed for the appointment. When I rescheduled for another appointment, there was another no show. When I tried to reschedule for a third time, I was given an excuse that ***** was preventing appointments (this was about 2 months ago). I have yet to hear back since. Any email I send gets no response, even asking the simple question if it was safe to switch from AC to heat. I really want this issue fixed. It was recalled for a reason. Its a pure safety issue, and this company takes zero pride and responsibility for what they do.

  Business response

  04/11/2024

  Hi ******,

  I am sorry this was your experience.  I am reaching out now to learn the current state of the situation as I have just taken over this account for **********************.  I want to find a resolution that could make this situation better for you and hear about the state of the unit at this time.  I apologize for the huge delay in response but do not want to leave the issue unresolved all the same.  Please reach out to me directly so that we can discuss a way to find a resolution for you that makes sense at this time.
  *********************************
  ********************************************************
  ************

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received the blower recall kit in the mail to replace a part manufactured by ******* in my ********************. It took almost six months before the emergency recall part was installed in my furnace. The furnace would lockout, clear, run for awhile, then lockout. After about a month, my furnace completely locked out and it was off for three days before I could get in touch with an **** company. I had to call Motili since their new part is causing the lockout. I had to call Motili after the recalled part was installed and this has been awful. The rep ******************* up on me when I asked if I could speak with someone who could talk with the company about getting an earlier install date since my furnace wasnt working and this wasnt an install issue. if I could speak with someone who could talk with the company about getting an earlier install date since my furnace wasnt working and this wasnt an install issue. I had the **** look at it and the cant figure out why the error code causing the lockout is happening, which never happened before the part was installed. I want my furnace to work correctly but they have no idea how to do that. The repair company came out and got it working again but my furnace is still flashing the same error message when it runs. The technician said they may have to take out the recalled part and use the old part with the fire danger but that company wont return my phone calls. This recall is a nightmare and this company is a nightmare.

  Business response

  04/11/2024

  Hi *******,

  I am sorry this was your experience.  I am reaching out now to learn the current state of the situation as I have just taken over this account for **********************.  I want to find a resolution that could make this situation better for you and hear about the state of the unit at this time.  I apologize for the huge delay in response but do not want to leave the issue unresolved all the same.  Please reach out to me directly so that we can discuss a way to find a resolution for you that makes sense at this time.
  *********************************
  ********************************************************
  ************

• Initial Complaint

  10/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Motili is company contracting the safety recall work on an Amana furnace I purchased. The safety recalled new part was mailed to me in the spring of 2022. On April 17, 2022, I received an email from the Motili team confirming participation in the ******* furnace safety recall program and I would be getting another email to set the date for the service. On April 24, May 1, May 8, May 15 and May 31, June 5, June 12, and June 19, 2022, I received emails reassuring me they were working on the schedule.On June 24, I received an email stating I could select dates for the service, which I did. On June 25, I received an email that no contractor was found. I sent an email on August 8, asking if they had forgot about our safety recall work. On September 16, I received another email to select dates for service, which I did. On September 17, I was told no contractor was found. Ive been told there are no contractors in the ****** area, only in *****************. We are using our furnace now in the colder weather. Is it operating safely? I would like the safety recalled part installed as soon as possible.

  Customer response

  11/16/2022

  The complaint regarding the installation of the recalled furnace part has been resolved on November 11, 2022.

   

  *****************************.

   

  Sent from my iPhone

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed an ** warranty claim with Motili over 26 days ago in *****. We have been without ** for over 26 days in 100-degree ***** weather with a newborn baby. The techs came out and installed a brand-new unit inside and outside of my home two days ago and the ** is still broke. I have asked to speak with several managers with no resolution. I am just exhausted with this process and just want my ** fixed. Most of the work was not covered by the warranty and I had to pay all but $600 out of pocket.

  Business response

  04/11/2024

  Hi ****,

  I am sorry this was your experience.  I am reaching out now to learn the current state of the situation as I have just taken over this account for **********************.  I want to find a resolution that could make this situation better for you and hear about the state of the unit at this time.  I apologize for the huge delay in response but do not want to leave the issue unresolved all the same.  Please reach out to me directly so that we can discuss a way to find a resolution for you that makes sense at this time.
  *********************************
  ********************************************************
  ************

• Initial Complaint

  07/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received letter about furnace evaporator coil drain pan recall 11/29/2021. Have called, scheduled repair date online, sent numerous emails and still don't have the repair done. Received the parts in a box that says do not open. Try calling but am on hold for at least 30 minutes each time. They state they can't find our account with our email but have sent us several emails. Evaporator coil #********** and furnace model #AMEC961004CN.

  Business response

  04/11/2024

  Hi *******,

  I am sorry this was your experience.  I am reaching out now to learn the current state of the situation as I have just taken over this account for **********************.  I want to find a resolution that could make this situation better for you and hear about the state of the unit at this time.  I apologize for the huge delay in response but do not want to leave the issue unresolved all the same.  Please reach out to me directly so that we can discuss a way to find a resolution for you that makes sense at this time.
  *********************************
  ********************************************************
  ************

*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. ↩