ComplaintsforAir Mechanical, Inc.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Air Mechanical installed HVAC in our home in 2019. They a) initially failed to install air cleaning components b) initially installed 2 returns and no actual ventilation in a room c) initially failed to install dehumidifier, and then - installed unit too small for the square footage of the space being treated - did not install humidistat and first left constantly 'on', then used the humidistat on the machine, which sensed the Earth's atmosphere, then failed at multiple efforts to install properly and attributed blame to an astonishingly improbable series of faulty Nest Thermostats - refused to install per the Nest Thermostat installation guidelines - stated that the 2 stage heat pumps that we have installed are installed appropriately even though the Y2 wires from the heat pumps are not hooked up to anything!

  

  Business response

  07/29/2022

  Consumer Response /* (3000, 21, 2021/11/24) */ Our 3rd floor system has no heat. Again. The system has never been touched by another company or homeowner. We have alerted the company of this. Business Response /* (4000, 24, 2021/12/01) */ Air Mechanical was contracted by the builder not the current homeowner. Air Mechanical installed an Ultra Air Dehumidifier per our contract with the builder. Customer wants humidifier controlled by all nest thermostats. It is not capable of doing that. It can only be controlled by one thermostat. Per the email our service manager received from *************** on September 22, 2021 at 8:03 am, she requested that we "drop off our Nest Thermostat wihin 48 hours" and further stated "We will not allow your staff to install and likely break yet another Nest Thermostat". Our service technician returned the thermostat to her and we have not been contacted by either Mr. and Mrs. ******** since. Consumer Response /* (4200, 26, 2021/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding our acceptance of business' proposed resolution, allow me to point out that Air Mechanical proposed no resolution to its defective HVAC installation. With due respect, BBB representative, this response starts out disingenuous and rapidly progresses to brazen mendacity. Please allow me to illustrate. "Air Mechanical was contracted by the builder not the current homeowner. Air Mechanical installed an Ultra Air Dehumidifier per our contract with the builder." *** We invite Air Mechanical to share its documentation that the wrong brand was requested from the general contractor. However, please also see submitted screenshot of email from Shaun L****, lead sales rep for Air Mechanical, quoting customer directly price and service. We also received the invoice for payment. Is Air Mechanical saying that this quote was given falsely and that it is just magic that the actual invoice shows the exact same payment price? Air Mechanical is also conveniently ignoring the fact that, regardless of brand, they quoted a "whole house dehumidifier" to their customer and then installed a unit rated for 1800 sq feet in a house which is 3756 square feet. (Will submit photo of unit and attached spec sheet of unit). "Customer wants humidifier controlled by all nest thermostats. It is not capable of doing that. It can only be controlled by one thermostat." *** Air Mechanical Service Manager Bobby himself stated otherwise verbally to customer after speaking to a Nest representative, and attempted on multiple occasions to do exactly this. However, they did so incorrectly resulting in a series of Nest Thermostats which they broke and, rather than taking responsibility and training their staff or outsourcing this service to a competent provider, claimed a statistically improbable series of faulty nest thermostats just happened to be delivered for our home. Now, they have suddenly and rather conveniently created this brand new claim after 18 months that this is not possible, to cover their own incompetence and lack of service. Nest customer service also confirmed verbally to homeowners on 10/2/2021 that this is indeed possible. "Per the email our service manager received from *************** on September 22, 2021 at 8:03 am, she requested that we "drop off our Nest Thermostat within 48 hours" and further stated "We will not allow your staff to install and likely break yet another Nest Thermostat". *** This is where we get into brazen mendacity. We appreciate Air Mechanical confirming that they received this email which illustrates1) Their lack of response a request to finish their installation competently according to the product standard installation instructions (they will not be able to provide documentation of any response to this email without a creative application of photoshop)2) That they withheld our hardware long enough that we needed to threaten involving the police to get our hardware back3) That we wanted them to stop defrauding Nest and returning 'faulty' thermostats that were damaged during their erroneous installation attempts and asked them to simply install the thermostats according to standard Nest installation instructions. Why can we say this so confidently? We will submit photos of the Air Mechanical Installed Nest Thermostat wiring and Nest Thermostat proper installation diagrams. You will see that there is almost no correlation to proper installation and how Air Mechanical has attempted to install these thermostats. Further, Air Mechanical, in its efforts to mislead BBB reported our message to them as reading "We will not allow your staff to install and likely break yet another Nest Thermostat", cutting off in med-sentence a statement that read "We will not allow your staff to install and likely break yet another Nest Thermostat WITHOUT PRIOR AGREEMENT THAT IT WILL BE INSTALLED ACCORDING TO THE PRODUCT STANDARDS, WHICH HAVE NOT BEEN MET BY ANY THERMOSTAT INSTALLED IN THIS HOUSE." This alone should illustrate Air Mechanical's contempt for BBB and its accountability process, Air Mechanical's brazen lack of commitment to truth in interactions with both its customers and BBB, and Air Mechanical's lack of conscience when fulfilling its contractual obligations. We will submit documentation of this email as well. Please also allow us to note the complete lack of contact from Air Mechanical despite our addition to the BBB complaint on 11/25/2021 that our 3rd floor heat does not work at all. Most companies would consider lack of heat during freezing temperatures an indication to supply emergent service. Air Mechanical decided to provide NO service.

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