ComplaintsforMTB Mechanical, Inc.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Original date 06 June 2023. Credit card was charged $160.13 for an annual service contract with ****************************. This company was sold prior to this transaction to MTB Mechanical LLC *********, **. I contacted the number on the receipt which was associated with ********** and was told that even though ****** was sold, MTB would honor the agreement. MTB came out for the 1st semi-annual inspection. In November 2023 I was informed the agreement with ********** was no longer valid and that I had to purchase a new contract with MTB. Due to their price and questionable contract terms, I declined and requested the remainder of the unused portion of my original ********** contract be refunded. MTB said they would credit the 6 months. However, the credit card used originally expired and was replaced with a new number. I requested a check for the refund on 24 Nov 2023. On 27 Nov 2023, MTB said they cancelled the original contract, contacted the accounting department and a check would be issued. On 31 December 2023 I contacted MTB requesting a status of when the refund would arrive. On 02 Jan 2024, MTB said it would arrive in 3 weeks. On 14 Feb 2024, I again contacted MTB as no check had arrived. This time, the answer was the matter was sent to corporate. It is now 09 March 2024 and no check and no communication from MTB.

  

  Business response

  03/19/2024

  During this process with Ms. A*******, MTB was informed by the credit card processor for the ********** account that the money had been refunded back to the customers account.  Due to this, our accounting team stopped the process of sending a refund check.  In order to handle this in the interest of Ms. A*******, MTB will issue a check this week in the amount of $160.13.  It will be processed in this week's check run.  We apologize for delays in making this happen. 

  Customer response

  03/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4 year old townhome. Service agreement w/ MTB. Multiple parts have broken down two weeks post service appointment. $1200 air purification system sold. Did not keep word regarding cleaning growth out of cabinet. Does not explain how multiple parts are continuously going bad.

  

  Business response

  12/12/2023

  Please see the attached reply as it exceeded the allowed characters.

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

  Customer response

  12/17/2023

  It is simply very strange to me that the air conditioner capacitor blew very soon after a service maintenance visit in July 2022. The $1200 air purification system installation was on October 27, 2023. Heating issues were noticed soon after that. Heat was barely used between 10/27/23 and the furnace service visit on 12/11/23 as cold weather was not regular or intense. I have no proof that MTB did anything intentionally wrong. I am satisfied that they refunded the portion of the monthly service charge for December so quickly. We did find another company to replace the gas valve for $270, and they have a $16/month maintenance plan we may go with. Again, it is simply difficult to process that our HVAC unit (currently 4 years old) had these issues. I also think that they should be prepared with a (conservative) water supply for cleaning the air conditioner units (as service contract states) knowing that this community only has water hookup in garage through the hot water tank, which they won't utilize. No need to follow up on cleaning out the plenum, but that was also a frustrating inconsistency with our expectations. I appreciate the response from *****. This issue can be closed. I used "did not accept" so that I could respond. Again trust is of utmost importance with HVAC servicing, and something felt off. But I am grateful for the response and refund.
  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the summer of 2022 my air conditioner was replaced by ******************************. ****** was subsequently purchased by MTB who is not honoring the warranty provided by ******. The technician suggested that I call the company that did the installation knowing that the installation was completed by a predecessor company to MTB.

  

  Business response

  08/07/2023

  ********************** is a tenant in the home he lives in and is not the owner of the home.  We spoke to him last week and have explained that we would be glad to speak to the owner about issues with his system as that is who the system belongs to.  We were asked to leave the property by the tenant and we obliged.  As previously stated, we will be glad to speak to the owner of the home if ********************** would like to arrange that.

  Customer response

  08/07/2023

   
  I am rejecting this response because:
  

  The HVAC system is under warranty.  The technician used my phone to call the owner and requested $170 as a diagnostic fee to diagnose the system that is under warranty.  An alternative the technician suggest was that I call ********************************, the phone number that now rings into MTB Mechanical, as ********** was the original installer.  The owner requested the technician leave, and I delivered the message, because 1) the system is under warranty that MTB Mechanical is legally obligated to cover 2) the technician was trying to extract additional payments for diagnostic fees and 3) the technician was providing misleading information as to the obligations of MTB Mechanical for the acquired company ******.

  
  

  

  Business response

  08/10/2023

  I spoke with the tenant of the property, **********************, this morning to review the circumstances that led up to the complaint he has filed to provide a better understanding of the situation.  On the date of his original call to ******/MTB our phones were not operating due to telephone company facility issues.  ********************** received this notification when he dialed our number.  ********************** decided to call another company to come out and service his system, which would void any labor warranty (First year typically covered by the installing contractor) that is provided by **********/MTB. When he was able to get through to our office, he was advised that his call would be charges pending as we dont know exactly what is wrong with his system, but if it is related to work ****** performed in August 2022 then it would be covered by the homeowners warranty at no charge, if the issue was not related to the work performed then there would be charges associated with it.  Confusion existed between the information provided by us and to us during that visit which led to where we are today. We apologize for the confusion.  MTB has and will honor warranties provided to ****** customers, including this one, just as we do MTB customers, 

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase my new built home April of last year, MTB installed and provide maintenance on my air conditioners. Recently I purchase an easy-trap from MTB that was install March of this year and I didnt run the a/c until a month later when it got really hot. My second AC is no longer cooling, MTB diagnose it as a coolant leak due to improper installation and now wants me to pay $1000 to repair on a brand new air-conditioner that they install that is only a year old and they had maintain for a whole year. It doesnt make any sense. My service contract with MTB states that I have a warranty of upto two years. Its makes no type of sense, I dont know if this discrimination since I am a woman or woman of color. All of the new homes built in my neighborhood MTB install doesnt have the same issue, it seem that they are scamming young women and women of color.

  

  Business response

  05/25/2022

  We reached out to Ms. ***** and spoke about her complaint.  We reviewed with her that the warranty she has with the manufacturer of the equipment (Lennox) is for 10 years on all parts.  Her labor warranty with our company is for a period of one year which expired in April.  She spoke with her builder and they will be taking care of the repair on her behalf.  *************** is having the repair done through her builder at no cost to her we consider this claim closed as we have honored our warranty for the 1 year as provided by us through her builder. 

• Initial Complaint

  09/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In August I scheduled a Mini-Split Coil Clean using a Bib Kit for September 21st which was their first available appointment. Other business dispatch units had said they could do the service, but when the tech arrived they could not. Because of this, I triple verified that MTB could do the service and they even checked with a supervisor quoting me less than $200 for the service. When the tech arrives, he says they don't do that service and said they can take the whole thing apart and clean it for upwards of $800. Spoke with Chris, the GM, and he tried to blame the amount of time it took for them to get to the service on me, and was unwilling to purchase equipment to do the initial service promised, cost of about $50-150, or reduce the price of the more expensive service to make up for the mistake. Unit has been blowing mold and has caused health issues during the summer. GM was unwilling to admit fault and fix the mistake which wasted 1 month of time for a health issue.

  

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/09/27) */ We have reviewed the phone calls with our office and have reviewed the technician notes from the one visit we have made to the home. We will reach out to the homeowner to discuss possible solutions to try to satisfy the homeowner. Consumer Response /* (3000, 7, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The businesses response "We will reach out to the homeowner to discuss possible solutions to try to satisfy the homeowner." is a non response and does not reference the issue or any potential solutions. If they reach out and provide a reasonable solution, I will update BBB. Business Response /* (4000, 9, 2021/09/28) */ After once again reviewing our recordings of the phone calls between Mr. ****** and our office personnel, we determined that our staff misunderstood exactly what the customer was seeking with regards to cleaning his mini-split. We regret the confusion and the delay in the service the homeowner was seeking. While we understand his need to get his system serviced in the manor in which he wants it done, we will not be able to perform this service. The service we provide is not what he is seeking, so to provide that service would be counterproductive. Mr. ****** was not charged for our visit. Consumer Response /* (4200, 11, 2021/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They said they regret the confusion and the delay but didn't do anything to show regret. If they were to purchase the materials to do the initially promised work, or do the more expensive disassembly of the unit at a reduced cost, it would be an actionable display, but words are cheap and they have chose to do nothing to right their mistake.

*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. ↩