ComplaintsforMaster Tech Service Corp

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new condenser unit and air handler unit installed in June of 2020. Everything seemed fine at the time, and I was happy with my service. Two years later in May of 2022, I started having issues with the unit not cooling appropriately. MasterTech was called, and when the technician arrived, he informed me that I did not at the time have a labor warranty and offered it to me before inspecting my unit in case there were any major issues. I paid the $960 fee, which I was told would include 10 years of labor warranty, as well as 10 years of bi-yearly maintenance (both retro-dated to the time of my original purchase) from MasterTech. Minor repairs were needed at this time (sensors needed replacing IIRC), and I once again remained happy with my service. In May 2023 I once again started having issues with my unit not cooling properly. I had been informed by a third party company that they would be taking over MasterTech's maintenance contracts, since MasterTech was no longer operating in this area. Maintenance was scheduled with the third party, and it was determined that there was a leak in the refrigerant line, along with significant damage to the air handler, "likely during installation" (please see attachments). The third party requested approval from MasterTech to cover the costs to repair their poor installation, but MasterTech denied the request. I asked MasterTech about the labor warranty I purchased in May of 2022, but was told that my purchase was explained to me incorrectly, and that I had only purchased the maintenance plan, and not the labor warranty. I demanded to know how MasterTech could refuse to cover the damages that they were responsible for, and was not given an explanation other than, "this decision came from the owner." I have since covered costs out of pocket for short term repairs but have been informed that due to the damages to the air handler, a full replacement will eventually be needed. Never been more disgusted with a service company!

  

  Business response

  02/02/2024

  ************,
  
  My name is *********************, with Master Tech HVAC.
  
  First of all, I am sorry for the troubles you have had with your HVAC system. I know firsthand how frustrating that can be. Second, I want to acknowledge that the old Master Tech Service Corp once served *******/******, but that branch was closed in 2022, leaving you to be serviced by another local contractor. We only serve D/FW today.
  
  In reference to your complaint, our records indicate that you received a refund check for the service membership you purchased (see attached), because we had no way of servicing your home after the closure of that branch.
  
  Since you were refunded your money from Master Tech, I respectfully ask that you remove your complaint. I suggest that you work this out with ******** because they have been servicing your home for several years.
  
  Our business reputation is very important to us, and I believe Master Tech has acted in good faith to resolve your concerns through the refund mentioned.
  
  Respectfully,
  ***

  Customer response

  02/07/2024

  I am rejecting this response because:   

  ******************,

  Thank you very much for your prompt response and concern in this matter. I regret to inform you that I will not be able to remove my complaint, because I remain dissatisfied with the customer ********************** provided by MasterTech. In reference to the refund that was provided, I would like to highlight that it was only for the remaining bi-annual preventative maintenance program, which I purchased due in large part to the future labor warranty that I thought was included. The refund had nothing to do with the damaged unit, which was basis of my complaint. As mentioned in my original complaint, it was noted by the third-party contractor that the damage to the unit was likely sustained as a result of poor installation. The installation was done by MasterTech, not ******** or any other contractor. The only other maintenance that had been done to the unit was minor repairs in May of 2022, also by MasterTech personnel. ******** had not serviced my unit at all until this summer, once I was informed that they were taking over MasterTech's maintenance program. It was at this point that the damage was found. It was also at this point that I was told that the preventative maintenance program did NOT include labor warranty, and that even though it had been explained to me as such, it was explained incorrectly and therefore could not be honored. The fact remains that MasterTech refused to cover the costs of repairs for the damage that occurred during the installation/maintenance of the unit that was performed by MasterTech personnel. This callous and apathetic stance is what led me to request a refund on the future maintenance program and sever future ties with MasterTech, as they have proven to me to be unwilling to provide good faith customer **********************.  I would like to once again thank you for your concern in this matter and look forward to your reply.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/10/23 I requested AC repair service from Master Tech for what appeared to be a faulty transformer according to an error code on my thermostat. When the technician arrived, he tested the low-voltage line going to the thermostat and confirmed that there was a problem with the transformer.He proceeded to explain that the transformer was blown probably due to a short circuit, but that the $500.00 fee I was being charged to replace it also included finding the short and fixing it.He went into the attic and replaced the transformer. With the new transformer in place and the thermostat no longer showing any error codes, he told me he was going to go downstairs and work on the outside unit to look for the short.He began working on the condenser unit without disconnecting power, and a few minutes later we heard two loud electrical arc noises that sounded like sizzling and crackling. Immediately my house started filling up with smoke and the smell of electrical fire was everywhere. I grabbed a fire extinguisher and ran to the attic, and while nothing had caught on fire, the thermostat and wiring burned (pictures attached) and the arc left the wall stained. On further review, the arc also damaged the units control board and the newly replaced transformer.I believe the damage was caused by negligence, but the technician insisted that these things happen. To make matters worse, he insisted on getting paid the $500.00 fee we had agreed upon for replacing the faulty transformer, even though there was now according to his quote over $2K worth of damage to my system.I have called Master Tech several times since then. Each time, the reps (who are very nice by the way) tell me the same thing: that they will talk to the supervisor and that the supervisor will give me a call.Ive been waiting for three days for the supervisor to call, all while weve registered record-high temperatures of 100+ degrees in ***** every day and no one has called or proposed a resolution

  Customer response

  08/16/2023

  The case was resolved to my full satisfaction yesterday. Please **** the case file as such.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/2/2022 Master Service Tech came out due to water leaking from icemaker water valve built in the wall. The plumber came out and said that he didn't have a replacement valve on the truck and would reschedule it to replace the needed part and until then rigged it so it wouldn't leak (this also meant that the Valve would not turn off and just spins in place). multiple times we have called them getting the run around and they would tell us that the part is on order (this is a part that I can walk down to Home Depot to get a new one). now they are saying that they consider the job completed. when I asked to speak to a manager I was told they don't have one. I stated that I want to speak to a manager or i would file a complaint with BBB and was told to go ahead and then they hung up.

  

  Business response

  08/29/2022

  Business Response /* (1000, 7, 2022/07/20) */ My name is Justin, I am the General Manager here at Master Tech. Attached is my technicians notes that were put in on your work order. "Customers refrigerator line from the icemaker in the wall does not shut off. Took handle off and washer was worn out, replaced it with a new washer. Customer wants a new ice maker box because he says it's not working properly, and I showed customer it turns on and off and that the handle just spins, I advised customer these are the old style ones where they have to turn multiple times to turn off and are not a quarter turn style. Customer stated the handle just spins and I told him that the old style ones do that." With our notes by the tech and the work order being completed I see nothing in this work order that should have kept you waiting for something that was never going to come. If we had a situation arise where the valve was no longer working. Simply putting in a recall to your home warranty company would have sent our technician back under the same service fee you paid your home warranty company, not Master Tech. With this issue your point of contact is with your home warranty company. We are hired by them to provide our report and make the repair per the terms of the contract you signed. That being said, I have reached out on 2 separate occasions leaving voicemails to your phone making attempts to resolve this to your satisfaction. I have received no return phone call from you and have been unable to provide any resolution to this because of that.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new AC unit for 14000 dollars. I have a warranty for for one year that is due 8/21/22. I called master tech jume the 9th for an appointment and I was told they will call me back next day to make a service date appointment. Never call me back then I called 6/13 and I was told that I was next in line that they scheduled as they received the call. Then I called the 14th and still no call they don want to honor my warranty. I have pictures of the mess ductwork they did with the new air diverted that just came off in the attic.

  

  Business response

  08/15/2022

  Business Response /* (1000, 7, 2022/07/07) */ Mr. ******, I see that Elizabeth booked your call for a summer tune up with our tech. I see our techs notes that you requested him only for future visits. We love seeing this as a company knowing that the technician did a great job. I see that your warranty is still in effect. In fact, after your next fall tune up that you are owed as a courtesy of your investment, we will be asking for you to renew your club membership with us. If you do this we will keep our labor warranty in place. Please call our office at 817-251-4455 and ask to speak with Justin and I will be happy to resolve any concerns you may have. We value you, and appreciate your business.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Master Tech has been very difficult to work with. They have intentionally delayed sending the service report to First American Home Warranty for several weeks for replacement of Air Conditioner. The technician visited the property on May 16th and yet did not submit the report till multiple calls were made for weeks through June 10th. When they submitted the report, it was not complete. They have yet to process the request for replacement of the AC system despite over 20 calls to them in the last couple of weeks. They lie about not having documentation from the home warranty company but their deceptive trade practices do not allow them to contact the home warranty company. Elizabeth, one of the staff members was very pleasant to work with but their processes and systems are designed to make it difficult to work with the customer. I'm still awaiting their response. Such a terrible company to do business with! How in the world are they part of the BBB?

  

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/06/17) */ Mr. *******, It looks as though your concerns and frustrations are with your Home Warranty Company. I have gone back in your work order submission from May 16th and I am seeing all documentation on our end to be in its proper place. I do understand your frustration with high temperatures happening in Texas. Its not anything that we do not expect to happen this time of year. Home warranty companies are a reactive approach to inconveniences within your home. At Master Tech we are simply the 'middle men/women.' Our job is to uphold the contract you signed with them and to do our best to provide them with the reports and processes needed to resolve your issue. We did not write these contracts, or sign this contract for you. They have several thousands of customers just in the state of Texas alone and the idea that a new customer service rep is spoken to every time you call and the information is not being relayed in a timely manner can be a scenario that creates the exact frustration you have submitted here. We have processes in order to do our best to prevent these situations from occurring and as previously stated it looks as though these have all been followed on our end. If timeliness is something that is your frustration I would be more than happy to have a technician come out on a retail basis and resolve your situation. From what I can see on your work order you have elected to be placed into the process of waiting for your Home Warranty company to assist in this matter. With everyone in the industry facing equipment shortages I assure you that we will do our best to get your problem resolved just as quickly as we can aqcuire it.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After contacting my warranty company relating to an issue I was having with my plumbing, a plumbing company (not Master Tech) was sent to my house. It was determined that I had slab leak on the hot water side. The warranty company declined the original repair estimate, but after the issue continued, Mastertech was sent out. Mastertech stated that they identified the leak and I was advised that a hole needed to be dug out under the house to access the leak. After spending $2500 on repairs my issue was not resolved, and the leak was still happening under the house in the same area. After speaking with Justin the manager in charge, I was advised he would not be sending anyone out to review the work unless I removed my 1 star review from Google. He actually tried to force me to change the score. This didn't seem fair to me, as my issue was not resolved and I was simply asking for someone to come and review the work. Then after speaking with Justin for a while, I agreed to revisit my review after someone was sent back out to check the work. Justin agreed to send someone out to check the work. The following Monday (Today), no one arrived, and when I spoke with Bethany on the phone, she advised that Master Tech would not be servicing my address. This comes after I previously asked to have the owner contact me regarding my issue. I have a right to complete a review, and I've seen several bad reviews for this company. I've never been told that someone is going to refuse to do business with me unless I remove a negative review. The same leak still exists. Now I'm forced to work with another company to resolve an issue that was never resolved by Mastertech. I was originally asking for them to complete work, but now I would just simply like a refund since I have to pay second time to get my issue resolved. I relied on their expertise and they gave me assurance the issue was resolved. Now they are refusing to even review the work.

  

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2022/04/27) */ This review comes two months after the completion of your work. The work was performed within the confines of your home warranty company. All work was completed with invoices and billing. All work was taken care of and warranty was honored with the contract of your home warranty. I did speak with you about resolving your problem and the options we discussed were not satisfactory for you. To be clear, I did state that we would completely cover this job, if the leak that has returned was on our repair. It seemed to be a situation you did not want to take on given that the labor cost would be your responsibility if the leak was on any other part of the hot water line. After you declined this attempt at resolution, I spoke to you about other options, and you did not have any interest due to your obligation to having to pay for the service. The technician that was assigned to your repair has over 25 years experience. With your project specifically we had to excavate a tunnel approximately 7 feet under the slab of your home to reach a water leak. I do know for certain that the repair was made and no other leaks were found at the time of the job otherwise we would not have put dirt back into your tunnel. It is not uncommon for a same water line to have multiple leaks due to degradation of metals when reacting with different soil compounds. I can provide plenty of literature backing this up and I would be happy to email it all to you. Consumer Response /* (3000, 7, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The original work was completed on 03/02/2022. My request to review the work completed was submitted to my home warranty company on 04/14/2022. This is not 2 months after the work was completed. You contract that I signed states that there is a 45 day recall period. Also understand that my initial ask was for Mastertech to have the original technician come out to review or fix the problem if it was not fixed. Mastertech refused to send someone back to review the work to even see if there was a problem. I would also like point out that I was advised by the manager that they would not send someone to review unless I removed a negative review, which seems unacceptable. It is very concerning that a company would not try to review the work they completed to make sure the original issue was resolved. It almost seems like Mastertech is trying to avoid taking ownership for the work done. I am now having to pay another company to redig under the house and repair the areas that were missed by Mastertech. This leak is not new and it was there when Mastertech came to service the property. It's leaking in the exact same location. The bottom line is that I paid for a service, that service was to repair a slab leak, it is not fixed. The service provided was inadequate and improperly completed, which has resulted in me having to pay for another company to complete the work that you didn't. I gave an opportunity for Mastertech to come back and review the work to correct the issue. Since the company refused to do that in 45 days. I am now asking to be refunded for the cost of digging, which was $2588. Business Response /* (4000, 9, 2022/05/02) */ This work order was completed. The warranty time (30days) within your home warranty company has passed and did pass before you ever reached back out to us. This needs to be taken up with First American. Consumer Response /* (4200, 11, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This issue is not with First American Home Warranty. I paid the money to Mastertech plumbing. The main issue is that I'm still having the same problem with my plumbing and I have not been able to get anyone from Mastertech to even come out to review the work. Again, the issue is not resolved. I have had to call another company to complete the work due to the poor quality of work from Mastertech. I am not asking for a refund for the repair, just the cost of digging since I had to start over. This is fair. I don't want to have to take further action.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had the WORST customer service experience with this company!!! They have sent the exact same plumber (ANDREW) to my home FOUR times in less than 3 weeks. My initial complaint with my warranty company was 10/18/21 I called because water was sitting under the floor where my toilet sits. The 1st he said nothing was wrong at all (I wasn't home to physically show him). I called the same day as his FIRST visit to state he was clearly mistaken and that I was hearing water swish around and can see the blue from the toilet water in the floor cracks. They sent the same tech back who then magically saw and heard the water. Then he said oh it's just the wax ring after his 2nd visit. 3rd visit- oh the bolts aren't tight. Now I call ask for a supervisor. I'm told by Shelby I can't talk to one and she would have them call me. I reminded her she told me that 10 days prior and that never happened. I asked for the address to the office so I could speak to the supervisor in person she refused to give it to me. Then a supervisor (Bethany) is magically available. She then yells at me and hangs up the phone as I am trying to ask her WHY they keep sent the same contractor who keeps saying basically nothing is wrong. Now I have water damages to my bathroom floor and they are refusing the fix it. Mind you, You are the ones coming back four times and every time finding something different in a three week time frame. Is it really a customer issue or a tech issue. I think I as a PAYING customer have every right to need through explanation of WHY and to be annoyed. AGAIN FOUR times in 3 weeks about the SAME issue. HORRIBLE!

  

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/11/17) */ Good afternoon, ********. I am sorry to hear that you did not have an outstanding experience with us. We always strive to do honest and correct work and I apologize that you feel we failed you here. Master Tech received a work order from your home warranty company, First American, on October 18th. We reached out to you and got you on our schedule for our soonest availability which was October 20th. When Andrew arrived to your property to diagnose your husband showed him to the toilet that was having issues. His notes from that visit are as followed: "Customer stated his wife says there is water around the toilet. Flushed toilet multiple times to try and create issue but could not find anything wrong. No mechanical failure at this time. Did not collect service fee." Per our policy with First American, if there is nothing wrong when the technician arrives, he cannot perform any work. Andrew attempted to recreate the leak several times and could not. Your husband who was there at time of service saw and agreed that there was no mechanical failure at that time. He was notified that if the leak showed up again that we could return to try and diagnose. That same day you submitted a recall work order stating that the leak was still there and that you heard a slushing sound under the toilet. We reached out to you again and got you back on our schedule for October 22nd. The technicians note from that visit are as followed: "Master bathroom toilet is leaking from the base when flushing. Pulled toilet and wax seal is worn out. Put a new wax ring along with new bolts. Verified no more leaks from the base." Andrew returned to your property and found that the toilet was leaking water from the base when flushing. He pulled the toilet and saw that the wax seal was worn out. He replaced the wax seal and replaced the bolts to ensure no leaks and that the toilet was operating as designed. Your toilet was working as designed for 15 days before we received the 2nd recall work order on November 5th. You stated that it was leaking same as before and you just had your floors redone. When Andrew arrived, he spoke with the contractor that was there doing your floors who confirmed that he, an unlicensed contractor, pulled and reset your toilet. This was done incorrectly and thus the leak returned. Master Tech, unaware that an unlicensed contractor touched the toilet, got Andrew out the next day for you because we understand that multiple visits can be frustrating and wanted to get your situation taken care of. The technicians note from that visit are as followed: "Customers bolt on the left side was loose causing it not to properly seal and the water to show up. When I originally installed it, the bolts were tight but she had floor guys pull the toilet to redo the floor and more than likely did not tighten the bolt properly. I put new wax, verified no leaks and bolts are tight." Our technician once again, replaced the wax seal and tightened the bolts that were left loose by the contractor who worked on the floors. He verified no leaks and that it was working properly. He did not have to do this for you because an unlicensed contractor had touched the toilet last. This was done for you out of courtesy since when they did reset the toilet they did so incorrectly. After receiving the 3rd recall work order Master Tech called you on November 15th to attempt to get you back on our schedule. You proceeded to become aggressive with our dispatcher and demanded to speak with management. We let you know that she was busy but that we would attempt to help you the best we could. You did not like this answer and then demanded our address at which point we directed you to our website for that information and put you on a brief hold. As you were on hold you called our other line on a different phone, again asking for a manager. We repeated to you that we were actively trying to help you and hung up that line as to not prevent other customers from being serviced. Management then got with you to try and rectify the situation but you would not allow her to speak. You insulted our technician's intelligence and then threatened to get an attorney. We let you know then that you had two options. You could either get a second opinion through your home warranty company, since you are their customer, or we could have the technician come out to take pictures of the "damage" you were stating occurred. You refused either of these options and continued to be aggressive with management while they were actively trying to assist you. You allowed an unlicensed contractor to pull and reset your toilet. In doing so they damaged the wax seal and the leak returned. Your continued issue is a direct result of that contractor's neglect. Master Tech will not be responsible for the negligence of an unlicensed contractor and will not cover any damages you claim. You are still more than welcome to get a second opinion from your home warranty company whom you are a customer of, not Master Tech. We apologize that your experience with us didn't meet your expectations. We strive to always be accountable, have integrity, and commit to our customers. I am sorry you feel we failed you in those ways.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Processed a claim with my home warranty company that my air conditioner was not working. They assigned me to Master Tech Service Corp. They came out and said my outside compressor on the unit is gone and needs replacement. The tech informed that if I go through the warranty it may take 15-21 days for them to get the part. During hot summer I could not wait that long and had my compressor replace with the company directly as they were ready to do it within a day if I pay cash and get it from them. I agreed and asked the company to check if there are any other problems. The tech did not check for other problems during first analysis and said it is only compressor problem. After a week the system was not working. they came back 3 times and said I have to replace the inside unit (coil) since it has a leak. I paid again separately for the part using my home warranty. I feel the company should have detected the problem first time and not mislead the customer trying to squeeze money from them

  

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/10/22) */ **** & Padmaja ************, We are sorry that you feel we failed to provide exceptional service and apologize for your negative experience. When we initially went out on July 19th the only part that was fully mechanically failed and the root cause of your unit not cooling was the compressor. Our technician cannot diagnose something if it isn't occurring while he is there. There are over 1200 components to an AC unit and your unit is also on the older side. Just like a car as your unit ages more issues appear and some of them costly. If you take your car into the shop for a dead battery and they replace it only to find that your alternator is in need of replacement, would you blame the mechanic for first trying the simpler more cost-effective fix? While you may think that several visits to find a solution seems like we were taking advantage of you it is actually the opposite. Master Tech wanted to get your unit cooling and we were trying every solution we could before condemning your unit and sticking you with an expensive bill. Master Tech is not in the business of taking advantage of homeowners, if we were we wouldn't have given you so many discounts and provided such prompt service. Master Tech was attempting to build a solid relationship with you as a homeowner so that you knew you could trust us. From the very first appointment you were made aware of the part shortages as well as the expected 15-21 days it would take to receive parts and equipment. You decided to move forward with First American anyway even after we proved on a retail basis, we could get things done quicker for you. Master Tech did everything in our power to assist you every step. On July 19th 2021 Master Tech Service Corp received a work order from your home warranty company First American. Master Tech sent a tech out same day to evaluate and diagnose your unit. Our technicians note from that first visit are as followed: "Upon arrival I found a bad compressor on downstairs condenser. I gave customer options for replacement and customer elected to upgrade condenser through Master Tech service Corp. Please waive customer service fee." Master Tech diagnosed a bad compressor on your downstairs condenser and then provided you with options for repair OR replacement via your home warranty OR retail through Master Tech. You chose to replace the condenser with Master Tech due to the long wait times home warranty customers typically have to endure during summer months. Master Tech also provided you with 4 different discounts totaling over $1,300 in savings for you. We got your equipment and installed your condenser on July 22nd 2021. Almost a month later on August 17th 2021 you called Master Tech and stated your unit is now no longer cooling. We sent our lead technician out on August 19th 2021 to diagnose at no cost to you and his notes are as followed: "Upon arrival I found outside unit low on freon. I checked around the outside of the unit with a leak detector and found no leaks. I went upstairs where we changed out a piston and it was leaking around the fitting. I replaced the Piston with a TXV and verified no more leaks. I refilled unit with freon and unit is operating as designed with no mechanical failures." It is common with older units to replace a piece of equipment and find another issue some time later. This can occur for many reasons. Simply put your unit was already struggling to cool before we came out but your coil was not completely failed or leaking at that time. The solution at that current time was to replace your condenser. Our technician fully believed that would solve your issues without costing you more money than may have been necessary. After our technician diagnosed a leak in your evaporator coil on August 19th you submitted a work order on August 24th through First American home warranty. We sent our technician out the next day on August 25th and his notes are as followed: "Upon arrival to home I found an unrepairable refrigerant leak inside the evaporator coil where all the refrigerant has leaked out into the attic. This piece of equipment is condemned. I AM calling in noncovered costs now." "While I was investigating refrigerant leak, I noticed some rattling coming from the burner assembly area of furnace. I switched into heat mode just for a few minutes to confirm my suspicion that there might be a crack in the heat exchanger. Furnace is also condemned due to crack in heat exchanger leaking carbon monoxide into home when in heat mode." Our technician submitted his report to your home warranty company the same day. First American failed several times to correctly send your non covered cost agreement over. To help you, the homeowner, as best as we can, we allowed you to verbally accept your NCC agreement with Master Tech on the phone. This is something that we typically never do but wanted to assist you and understood your frustrations. We ordered your equipment the same day and let you know that the wait times for these parts is very long due to global supply chain fragility, freight challenges, price increases and labor shortages. This is out of Master Techs hands and something that is affecting almost every business currently. You called asking for an update on September 2nd and were told that your part was still not in as it had only been 5 business days. You called again on the 3rd and received the same information. On September 7th you called again and stated "we don't care about the customer" which could not be further from the truth. We diagnosed, ordered your equipment same day, and let you know it would be a longer wait time as a warranty customer. Still, trying to assist you and understanding of your frustrations we reached out to the technician and asked for an update. He let us know on September 8th that Goodman has not had this size equipment in for 2 months and it was on back order. Knowing this would be frustrating he pro-actively reached out to our equipment manager to see what else could be done for you. You called same day and we read you all the information we currently had and let you know we were actively working on a solution for you. The next day on September 9th you called again asking where you part is. Again, we explained the shortages and reasons for delay that were out of our hands. You claimed a different story was told every time however you spoke with the same dispatcher almost every day and she updated her notes accordingly showing a consistent timeline of events. You then threatened legal action on Master Tech stating that if your tenant pursued a lawsuit, you would pass ** off to us. We explained again how everything we needed to do was done and they are quite literally manufacturing the parts as they're ordered. On September 14th we received your equipment and contacted you to be scheduled. On September 15th we came out and installed a 5-ton furnace and coil. Again, we apologize that your experience with us didn't meet your expectations. We strive to always be accountable, have integrity, and commit to our customers. I am sorry you feel we failed you in those ways.

*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. ↩