ComplaintsforMaeser Master Services

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  An HVAC unit was purchased through Maeser on September 8, 2022. We have had numerous visits from Maeser since the unit was installed due to various issues. The first visit occurred the day after the unit was installed. Many of the remaining visits have occurred this summer. Maeser has been out to our home in May, June, July and August to fix issues with the unit. Each time we have been assured the work done would fix the issue. The last service visit occurred this past Sunday. The tech had to come out twice that day because they didn’t fix the issue during the first visit that day. It took an escalation from a supervisor to secure the second appointment. Each visit requires a rearrange of schedules and is an unnecessary inconvenience. The “solutions” have been inadequate and have only led to further problems. The service manager does not return calls and the Customer Relations department has been in contact but has done nothing to rectify the situation. They have lied to us about returning calls and providing lasting resolutions. We simply want what we paid for: a unit that works consistently.

  

  Business response

  10/13/2023

  We sent sent the service manager out to the customer location. Manager met with customer to in sure that system is working proper. Customer was followed back up with and is happy at this point.

  Customer response

  10/13/2023

  
  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.
  
  Sincerely,
  
  ******* ****** ***** *** *** ***** **** ***** **** ********* ****** ******** ****** ** ***** ******** ********* ***** ***** ******** ***** **** ******** ** *** ********** **** ******* ******* ******** ***** ********* **** ************* ******* ****** ******* ********* **** ****** *** ******* ********* *** ********* *********** ** ***** ********* ******* ********* *** ** **** *** *** ******** ********* ***** ***** ********* **** ****** *********** ** ****** *** **** *********** ** ***** ********* **** ************* ***** *** *** **** ************** 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Maeser quoted and billed $11,500 on June 21, 2023 for installation of a new HVAC system with a Carrier 5 stage compressor and variable speed fan. On June 21 when setting up the Ecobee 3 Lite thermostat, reading the documentation and confirming with Ecobee, I found out that the thermostat only controls 2 stage compressors and 3 speed fans. Furthermore, as installed, the thermostat only controls one fan speed. A a result, my upstairs is 10-12 degrees hotter than my basement, and I will not have maximum cooling on the hottest days. I called Maeser starting on June 23 to discuss and called at least 5 times in all, asking to speak to different levels of Maeser HVAC management. Since no one has called me back, I am not sure that Maeser is even aware of my specific issue. An obvious solution to the problem is for Maeser to install the appropriate thermostat for the HVAC system installed. I purchased the system using a Visa card, and have filed a dispute with their billing service Home Depot. After the first round, Home Depot says that they have delivered all services and equipment, and for specific technical issues I sould contact Maeser. This seems odd to me since Home Depot pays a portion of the charge to Maeser. But as stated above, Maeser has never returned my calls to discuss. I would even be willing to hire another contractor to finish the job, but cannot until this dispute is resolved. I cannot recall a service provider or installer ever not replying to a customer inquiry. Maeser's lack of responsiveness to my calls has the appearance of unethical business practices.

  

  Business response

  07/31/2023

  This system as it was estimated included a 2 stage ac system. When we ordered the equipment for installation, the 2 stage ac was not available so we found a matchup that included a higher seer rated 5 stage air conditioner, this unit was substituted at no additional cost to the homeowner. This was also an approved equipment matchup from the manufacturer. This matchup does not require a communicating thermostat as it is not a communicating system and the Ecobee is sufficient to run the system as it was installed. The indoor unit does have a variable speed blower, and 2 stage operation. In short, the homeowner received equipment that surpassed the equipment originally quoted in seer rating efficiency, with the operations (2 stage) of which were agreed upon by the estimator and homeowner. This air conditioner we provided works as a 2 stage or 5 stage system. 

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had air conditioning problem in August called Maeser technician seemed honest fixed the issue sold us a monthly plan that included free inspection. The inspector came in November said we had all kinds of a problems with furnace including damaged heat exchange. Told us he would not use that furnace for nothing and had us sign a waiver they wouldn’t be responsible for anything that happened that it could cause damage to home, bodily injury , or even death . I was scared all night we turned off the furnace. The next say another guy from maeser came said it wasn’t “that bad”. We got carbon monoxide detectors the day after nothing detected we turned the furnace back on . We called ********** Heating they come out for a second opinion findings were no evidence of heat exchange being bad or a need for a new furnace . Some of pictures sent to us didn’t look like the inside of our furnace they were a different color. This appears to be a scare tactic to get us to purchase a new furnace. We ask for our monthly fees to be refunded as we don’t feel we should be charged these after this ordeal. If we had listened to them we would be out well over 4000.00 for no reason

  Customer response

  11/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Well we paid 19.95 a month . There wasn’t anything I said that wasn’t true . ********** wrote an invoice that had said there was nothing wrong with the heat exchange. When the pictures were sent to us and compared to inside of our furnace they were different colors . The inspector tried to scare us into getting a new furnace . I agree with Maeser on we need to move on to another company that doesn’t use these tactics. Thank you for settling this quickly.

  Also the ***** ***** credit card is closed Maeser can’t refund to that . They can refund to ******** that’s the one we made the last 19.95 per month payment. We never paid 12.95 not sure where they come up with that amount . Thank you 

  ]
  
  Regards,
  
  ***** ****************

  

  Business response

  11/15/2021

  We are refunding her $40. 12.95 per mo x 3mo(August, September, and October) = $38.85. However her accusations are not entirely true we will pay this and let this customer find service elsewhere. Thank you. 

  Customer response

  11/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I have not seen any monies refunded at this time.]
  
  Regards,
  
  ***** ****************

  

  Business response

  11/23/2021

  She had 2 systems under contract so it was $19.95 per month. My apologies. We will send her an additional $20 for a total of $60. 

  

  Business response

  12/01/2021

  The refund of $60 is being processed. It may take a few weeks to get sent out.

  Customer response

  12/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I have responded twice to this complaint stating there has not been a refund to my account by Maeser as they had promised you . ]
  
  Regards,
  
  ***** ****************

   

   

   

  Customer response

  12/20/2021

  [I have received the refund thank you ]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ****************
  
  

  ---

  
  
   
  

*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. ↩