ComplaintsforL&S Mechanical

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was deceived when I called ***** Mechanical for my AC repair on 8-13-24. I was told by L&S customer service **** that I was going to be charged $125 for the first hour of repair by their tech and was also told that my AC parts are still under warranty and I will not be liable for parts charges. The tech arrived and he replaced my compressors Capacitor and was done in five-minutes. As per our agreement I was ready to pay $125; however, the tech stated I have to pay an extra $125 for installing the capacitor which brings my total to $250.I called customer service and also told the tech it was unethical to add charges that were not part of the deal and I explained to him that I already agreed to pay him for the first hour of repair and that was $125.Furthermore, I told the tech it was wrong to replace my Capacitor and not telling me of his intent to add charges that I did not authorize.My expectation is for this business to refund $125 back to my credit card.

  Business response

  08/29/2024

  Good evening, although our diagnostic charge is $125 in addition to repair costs we have issued a partial refund of $125 to the customers credit card as a gesture of goodwill. Please see attached documentation regarding the refund transaction. 

  Customer response

  09/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The downstairs AC unit in my house was replaced by L&S Mechanical in less than two years ago. However, it stopped working now. Im extremely disappointed with the defective AC unit that L&S Mechanical sold to me before.I request L&S Mechanical to come back to my house to fix the defective AC unit ASAP.

  Business response

  08/29/2024

  Thank you for bringing your concerns to our attention. L&S values our customers and we have performed a thorough review of your homes service history, specifically for your HVAC system. The following is our assessment of what actions were taken during the warranty period provided by your builder. 

  1. L&S was not the original HVAC contractor on this new construction home.

  2. L&S was requested by the homebuilder, Newmark Homes, to evaluate a potential AC failure 7/20/21. We were told that the downstairs thermostat had no power. The customer had advised our tech this occured after a power outage. The system was reset and the tstat powered on. During our assessment we found the secondary AC system for the upstairs not operating as well and determine the compressor in the outdoor unit was locked up and needed repair.

  3. Due the compressor being on backorder the builder paid for the entire outdoor unit to be replaced which it was 8/4/21

  4. The customer experienced another failure of the upstairs unit 6/23/22 in which L&S honored the manufacturer warranty and covered labor to replace the compressor

  There were no further requests for service since 6/23/22. We are nwo more than 2 years beyond the last repair. The manufacture provides a 5yr parts warranty and no labor coverage. L&S provides a 1yr labor warranty on repairs which has since expired. L&S has fulfilled all requirements of the warranty. While we understand your frustration and the costs that can be associated with maintaining an HVAC system, it is not the responsibility of L&S to provide any additional services beyond the manufacturer's warranty.

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home in 2019. I have had 13 repairs on the unit L&S Mechanical installed, starting on the day I closed. This is my second complained. I requested the unit be replaced. I was told no. The unit sounds like a **** truck is driving through my alley. I continue to experience massive issues despite the fact I maintain it twice a year. This winter the upstairs was ***** degrees. The downstairs was 60 degrees. I had to shut the unit down. I called three companies out here. A highly reputable company came and discovered L&S installed the Bypass Damper backwards at construction. I have video, pictures, and statements from multiple licensed contractors as evidence. The stress of the improper install damaged the damper motor. The trapped air flow has left biological material in ducts. I paid one contractor $252 for a damper motor. I paid another contractor $1436.99 for a bypass damper to be removed and installed correctly. I should have never had to pay to put in a part the correct direction due to pure negligence. My paperwork states PERSONAL SAFETY. I fought with L&S over this unit for several years. I was correct there were issues. I now have more proof. I couldnt go without heat in a freeze. The air has now been balance with no issues. I have not had the ducts cleaned. They want another $2886 to install UV lighting due to the damage left from trapped air. I got several opinions. L&S needs to reimburse what they installed wrong and to clean the ducts. Im not worried about UV lighting at this point.

  Business response

  06/10/2024

  *****,
  
  Thank you for bringing your concerns to our attention. L&S values our customers and we have performed a thorough review of your homes service history, specifically for your HVAC system. The following is our assessment of what actions were taken during the warranty period provided by your builder.
  

  **Thermostat connectivity issue was called in 2/28/2019 and service was performed on 3/1/2019. L&S replaced both thermostats and performance function tested.
  **Downstairs thermostat was relocated on 3/12/2019, we are unable to determine if this was homeowner or builder request from the notes. It was also discovered on this visit that one of the supply registers was covered by the sheet rock installer during course of construction. This was also corrected during this appointment. System was operating as designed by the end of the service appointment on 3/12/2019.
  **Service call came in on 10/24/2019 for set temp not being reached. Service was provided on 10/29/2019 where L&S technicians discovered the downstairs zone damper was not closing properly. The damper was adjusted, and temperatures were dropping in the home by the end of service.
  **Service request was received on 6/11/202 for set temps and high humidity. Service was provided on 6/16/2020. During this visit L&S technicians found that there was crushed ductwork serving the master bedroom. This was corrected. In addition, during the visit there was a request to look at the homeowners sons room. Technician discovered a large TV and PC operating in the room, introducing a higher heat load to the room, reducing the systems ability to cool the room. Technician also reported the windows are opened in the evenings, thus causing the system to work harder to cool the spaces to the requested temperature set points.
  **Service request received 6/23/2020 for concern AC was not cooling. Service was provided on 6/23/2020 where L&S technician discovered there was a leak in the roof which homeowner acknowledged, and roofer was coming out to inspect. Non-AC related issue.
  **Service request was received 9/29/2020 for loud noises coming from AC. Service was provided on 9/30/2020. L&S technician observed recording from homeowner but was unable to replicate the problem.
  **Service requested received 10/19/2020. Service was provided 10/20/2020. Replaced compressor and performed leak check. All service covered under warranty.
  **Service requested received 5/5/2021. Service was provided 5/5/2021. L&S technicians installed a turbo capacitor as a courtesy.
  
  There were no further requests for service since May of 2021.
  
  We are now more than 3 years beyond the warranty period and although frustrating there is no reason to replace a system given the length of time and that L&S fulfilled all requirements of the warranty period. In addition, all requests were addressed and there is no reason to suggest that L&S is responsible for any additional claims for duct cleaning or UV lighting. HVAC systems are required by the manufacturer to be maintained twice annually. If the system had been maintained during the last few years, this issue would have presented itself long before now.
  
  While we understand your frustration and the costs that can be associated with maintaining an HVAC system, it is not the responsibility of L&S to maintain your equipment during the warranty period or beyond. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I built my house in December of 2021. Since moving in, my Air Conditioner/Heat has never worked properly. Because it's under warranty, L&S continues to come out and repair it however never actually fixing the problem. It seems as though the problem is being temporarily fixed and when it gets cold (now) or very hot is when I notice it's not actually working. In October they were out here 5 times trying to repair the problem. They came back Nov 7th to inspect the heater and after they determined everything was working properly, here I am 3 weeks later with no heat. In total, they have been out to repair my heat and AC about 10 times in less than 2 years. My warranty expires next month and I am extremely concerned what problems will arise when this is on my dime considering my history with this company.

  Business response

  01/02/2024

  Based on our notes there have been two issues that have been resolved. The first was the slope of the drain the was causing the float switch to trip and the second was construction debris found inside the flue pipe of the furnace that was cleaned out. Our most recent visit was 12/28/23 that included a Manager onsite during repairs. We see no further action needed at this time.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We started having issues with our water heater around October 30th, 2023. We have had 3 plumbers from L&S Mechanical come by to take a look and fix it. Our issue cannot be fixed, unless someone is carrying the specific part needed to fix error 65. Im frustrated at the customer service that L&S mechanics promises. We have been tossed around from plumber to plumber, with NO solution or time frame for when our issue will be fixed. I keep on calling for an update and all I get told is Im going to pass your message along and some one will call you I have not received an update or offered a solution. Our water heater is within its warranty time frame, we closed on our home ( Jan 13th, 2023) We are requesting a new water heater. It is ridiculous that we have been dealing with this issue (No hot water) for almost 3 weeks. I'm requesting that our water heater is replaced in a timely manner and on the same day. I dont want a plumber from L&S Mechanical to take our water heater and fix it and bring it back. When the plumber comes he should be ready to install the new water heater, and take the one we have. The company can dispose of the water heater as long as they are giving us a new one. I'm not sure how much longer we will have to wait to resolve this issue. I feel extremely disappointed at the service my family and I have received from L&S Mechanical .

  Business response

  01/02/2024

  Hello, we received notification after hours and were unable to resolve onsite and the manufacturers troubleshooting **** was closed. We returned during the week/business hours and ran the hot water for 30min and were unable to duplicate the issue. The home had hot water while we were onsite. The issue then occurred a few days later and this time we were able to duplicate the issue and scheduled and executed an entire tankless water heater replacement on 11/15/23. We have received no further correspondence from the customer since our visit 11/15/23 indicating any ongoing issues.

  Customer response

  01/03/2024

  I have reviewed the business response and accept this resolution. Issue was taken care off speedily after emailing the company.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have had two appointments scheduled with ************ via Highland Homes for a warranty issue. The first, we were given a window for yesterday between 8A-5P and worked from home. The tech called in the afternoon to say no one would be able to make it. We were told we wouldnt be able to re-schedule until next week. A representative called us back after Highland Homes reached out to let them know waiting a week due to their error was unacceptable and L&S rescheduled for today between 8A-12P. Worked from home for a second day in a row but this time, they were a complete no call/no show. Meanwhile, weve gone over a week with no running water in our kitchen. Very disappointed in the lack of service and professionalism weve received and frustrated with our hands being tied because its a warranty. Needless to say, 100% do not recommend.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought a home where they were contracted to do the A/C work. My wife is a 100 percent disabled vet with severe PTSD and our home is where she can feel safethat is until our experience with this company. We filed a warranty claim and were told they would be out on a Monday. On the Friday before while we were out of town someone from their company shows up. My wife explains to them through our ring doorbell, which we sent the videos to this company, that we were not home. They had a clear exchange about us not being there. The guy said he was there to do our warranty work and my wife let him in believing she had to. After a few minutes of him being in our home he exits and goes back in front of the camera and tells her he cant be there if we are not home and then leaves. We were super confused because he entered knowing we were not home. When we get back we realize my wifes air pod pros were stolen from the counter and it was the last gps location recorded on the find my app. We reach out to L and S to explain our concern and thats where things went downhill. They told us the guy had been there for 2 years and knew their policy and shouldnt have entered our home. They then said they would look into it. After hearing nothing for a long time I reach out and ask whats going on with replacing the AirPods and the employee. I was told they looked into it and decided he didnt take them and that they would take no action. They cant explain why he would enter our home knowing it was in violation of the policy then randomly after spending some time inside decide to just leave without doing any work. I understand that places get some bad employees and that is understandable but what isnt understandable is putting a bad employee before your customer.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ***** Homes uses them for **** install. Big mistake! We have had the **** leak not once but twice due to the seals not being done correctly. We have had water damage in our entire home from them. We want the **** ********** correctly fixed.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our brand new build in summer of 2020 and started out having HV** issues, almost like we got a lemon of an **. We had techs come out 6+ times because the home was not cooling properly and they never fixed the issue. Our warranty for the ** expired one year later in Aug of 2021 so we requested that they come out to fix the issue once more at that time, and that made it slightly bearable but the issue was still not resolved. Now, we are selling our house and the inspector found the same issue and is requesting that it be fixed for the buyer. During my service request phone call today (5/8/2023), L&S stated that our account was noted in Aug of ****************************************************************************************************** the first place! Service has been absolutely awful and I would never purchase another house if anything was installed or serviced by them.

  Business response

  05/17/2023

  After reviewing the complaint in addition to the customers service history this was not related to the operation of the ** system. The visits that we have made to the home are regarding air balancing between the bedrooms inside the home. The HV** system is operational. We made visits to the home and replaced a few supply registers with a different style to distribute the air better as well as installed dampers at the plenums to adj ******* into the rooms. Our last visit 10/27/21 we visited the home with the complaint that the guest bedroom was still warmer. We found ******************* in that room along with two of the bedrooms upstairs all had the supply registers in the closed off position. This will prevent adequate ******* and cooling/heating. We opened them and took readings of all the bedrooms and each room was getting more cfms than the ****** called for. We are required to be within 10% +/- the ****** CFMs per register. The home is 9 months outside their warranty and we were contacted because a 3rd party inspector who is not licensed in HV** made a note that there were areas out of balance. This is without being licensed or having access to the HV** ****** report or proper tool to take CFM readings. At this time any further air balancing would be to the homeowner preference and not according to ****** and would be a chargeable service. 
  
  Master ********* ****** calls for 104 cfm per register (there are 2 in this room) - actual reading is 105 cfms per register
  Bedroom #2 downstairs - ****** calls for 194 cfms - actual reading is 222
  Bedroom #3 upstairs - ****** calls for 112 cfms - actual reading is 158
  Bedroom #4 upstairs - ****** calls for 113 cfms - actual reading is 115 cfms

  Customer response

  05/17/2023

  I am rejecting this response because: the business ****** at this time that the repair would be "out of design" and at a cost.  When I called to see if they could come out, understanding it was for a cost, they said they had noted our file that they would no longer be coming out at all to service the ***** Again, the issue was never resolved.

  At this point, we are moving out of the house and had another company come make repairs which ended up costing ** $3,500 out of pocket.  Had the issue been resolved correctly when we were still under warranty, it could have prevented high out of pocket costs. 

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company has been called several times to fix an undersized ac issue for a new home build completed on 12/30/21. After several times coming to look at the ac not performing or the fuse being blown. This time the company decided to void my warranty because a ecobee thermostat (which a technician advised to get) was installed and has been installed every single service visit. Then charge me to replace a fuse for ($125) that had blown before and act like they didn't just replace this exact issue a month ago. Somehow a ecobee thermostat that has been there every single service now equals an undersized 2 ton unit in a 1,650 sqft house in Texas. This company has received the same complaints from our neighborhood but act like it is a brand new concept. Voiding a warranty to avoid your obligation to meet industry standard are deceptive trade practices to say the least.

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/08/08) */ The warranty on the equipment has not been voided and a refund check has been issued. Our service manager has also made a site visit to the location to confirm sizing and operation of the equipment. Consumer Response /* (2000, 7, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩