ComplaintsforEast Coast Mechanical, Inc.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I had East Coast Mechanical install ********** Split Ductless AC unit with heat pump on 6/18/2014 for $7244.00 The unit has served us well. In October 12 2021 I called for a repair because the unit was not heating or cooling. They recharged the system and I was informed at that time the unit had been installed with “recalled line set” and someone would call me about replacing the “recalled line set”. They came out to do maintenance on 11/12/2021 and was told again about getting a quote to replace the “line set “. A few days later someone by the name of Dave C******* called and told me that it would cost me $2100 to replace the line set or I could pay cash of $1100 for a “off the books” repair that would take about 3 to 4 hours to do. This was all in a phone call. I was afraid to have the “off the books” repair done because of not having anything in writing that the repair was even done. It did not seem right to me. I do not understand why it should cost so much to repair something that had been recalled. It was clearly their mistake. They never contacted us when they knew that they were using material that had been recalled. Even if I have to pay for the labor of installation I feel I should have some kind of receipt or warranty of the work being done. I know the AC system is out of warranty but I am not complaining about the unit I am complaining about the materials they used for the installation. I do not have the original recept for the AC unit. It was purchased by my husband and me. He passed away in Oct 2020. I have the receipts for the 2 house calls they made 10/12/21 and 11/12/2021. I need to have this system repaired soon. Not sure if it is worth pursuing this matter? The receipt from 10/12/21 clearly states the system was installed with "recalled line set". I did talk to ********** via online chat and was told I had to deal with the company that installed the unit. I feel they are taking advantage of me as I am a 78 YO widow.

  Customer response

  06/16/2022

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

   

  Complaint ID: ******** I want to inform you that East Coast Mechanical have resolved the issue to my satisfaction. They called me on Monday 6/13/22 and assured me they were going to make it right. They came on 6/15/22 and made the repair. My AC system is up and running and working great again. I do not believe the the owners of the company knew that their employee Dave C******* made the offer of "off the books" fix. I had always considered them to be a reputable company before. When I was offered the "off the books" fix I had second thoughts that maybe they were not who I had believed them to be. Both owners contacted me personally and expressed regret that this had happened and took action to make it right. In the past I have recommended them to others and now I will again. Thank-you for your help in resolving this matter. S****** ***** *** ******* ****** ********** ** ************

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

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