Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 21, 2024, I called AHS warranty company for an air-conditioning unit that wasn’t cooling properly. The system was just five years old and a good condition with all regular maintenance. Douglas mechanical was assigned this job on September 24, 2024, technician came and, by his own statement, he broke a service port which caused refrigerant leak out of the AC system, the valve was still under manufacturer warranty. HS claimed that they were not responsible to replace the refrigerant, which cost over $1000. On September 27 and September 30 received calls from Mr. ********, stating that Douglas mechanical was not going to take responsibility for what they had broken or fix the unit. They stated that I would have to pay for their mistake. If you’re going back-and-forth for several days, I finally called another company to fix the system. my husband is ill, he and I are both elderly. Our house was getting dangerously hot. I called AHS with the amount of the bill October 10, 2024 and spoke to someone named Sheila in the escalation department. She said that AHS would not reimburse me. Mr. ******** called later and said that he would send a tech out to fix the unit but of course, but then we had already gotten the repair done. Douglas mechanical and/or my warranty company should absolutely be liable for this repair. They should be liable under the terms of my warranty, anyway, but this especially true considering their own admission that they broke, something which made the problem worse. This is my last request to be reimbursed for $1036.16 before I address this matter in court. Sincerely, Christine ******

  Business Response

  Date: 02/24/2025

  When we arrived at the ****** residents the unit was not operational, after the technician diagnosed the system he had to remove the locking caps on the unit that had been installed improperly by another company. They were over-tightened and therefor as my technician was attempting to remove them the service valve broke off. We made Mrs. ****** aware and I had a conversation with her that the valve would have been broken off by any technician who touched the system and that the previous company who installed them are responsible for this and she should reach out to them. The valve was not broken off by lack of knowledge, wrong tools or improper removal but the fact that the other company put them on so tight they were unable to be removed. I advised Mrs. ****** to call the previous company and take this situation up with them and that I would even be available to speak with them if needed. I also advised Mrs ****** that her home warranty covers for these repairs and to reach out to them. After waiting a few days I reached back out to speak with Mrs ****** to let her know I had the new valve and could repair the unit but she would be responsible for the refrigerant, she let me know the repairs had already been done without giving us the opportunity to fix it. I had given Mrs ****** a few days in order to speak with previous company and her home warranty but instead she chose to repair the unit. Douglas Mechanical does not feel we are responsible for the cost seeing as she has a home warranty which she pays annually to handle HVAC repairs and she could have tried to reach out to the previous company that caused the issue in the first place. We are here to help anyway we can but feel the situation was not handled as it should have and now she is expecting us to pay for the entire repair.

  Customer Answer

  Date: 03/07/2025

  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.  
  
  [The information provided by the company is incorrect. i called them and spoke directly with Mr. ********. He informed me from the first day that he wasn't going to reimburse us for the refridgerant. i wish i had recordings of his conversation. They broke our property and should be fully responsible. The system was working with the refridgerant before they broke the valve. I was at home and heard the loud noises outside. Thanks
  
  Regards,
  
  
   
  

  Business Response

  Date: 03/10/2025

  The customer appears to be overlooking the fact that the previous company responsible for this issue should be held accountable. Their negligence, specifically in over-tightening the locking caps, directly led to the problem. Additionally, the customer had a home warranty that covers a portion of the refrigerant, as well as any parts or labor required for repairs. Douglas Mechanical contacted the customer and offered to resolve the issue, but the customer had already resolved the problem without giving DM the opportunity to perform the necessary repairs. Consequently, the customer has assumed liability for any associated costs. 
  

  Customer Answer

  Date: 03/14/2025

  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.  
   
  If I would have waited for Douglas Mechanical to fix the repair, which took over two weeks for them to get back to me , my husband would have been sitting in a house with out air conditioning during Houston summer (my husband has a disability)
  The company never wanted to fix the issue. They are blaming it on another company. I never had any issues previously. The facts are, when Douglas Mechanical came out their employee broke a piece off that resulted in a bigger issue and a extra cost for me 1200.00
  
  I would like to get reimbursed for the money that I had to pay another company to fix because my husband and I could not live in our house without air conditioning in the middle of summer. 
  
  The owner was not the person at my house and doesn’t really know what was going on. Actually the co owner Mr ******** called me the next day after the company came out and told me several times that they were not going to replace the refrigerant and they were blaming the last company that did the maintenance. The company that did the repair told me that it was the error of the employee because they have a special key to open the gauge. My warranty company (American home shield) were only responsible for the valve and not the refrigerant cost, they reported that it was the responsibility of Douglas mechanic. I have several attached documents with the AHS responses. They reached out to me two weeks later after I complained to AHS and wanted to complete the job. We couldn’t have waited this long with Houston weather in the 90’s. Please check with various a/c companies and they all say it was the repair man’s error. I would just like $1200 that I had to spend for the repairs. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 03/25/2025

  Douglas Mechanical should not be held liable for any refunds. The customer has a home warranty that covers both the part and labor. However, the customer chose to seek services outside of their network, which should relieve AHS and Douglas Mechanical of any responsibility. This decision was not made in advance, and Douglas Mechanical should therefore be held accountable for any associated costs.

  Customer Answer

  Date: 04/04/2025

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  If the Douglas Mechanical’s employee would have used the appropriate key for the piece that broke off we wouldn’t be where we are now. 
  
  If you look at the last sentence of Douglas Mechanical’s last response. It says, and I quote “ Douglas Mechanical should therefore be held accountable for any associated cost” 
  

  Thank you and this is how we would like to proceed, with them ( Douglas Mechanical) covering the cost. 
  This is what Douglas Mechanical responded and it is in clear writing. 
  
  
  
   

  
  

  Business Response

  Date: 04/07/2025

  The appropriate key was used BUT again the previous company tightened the locking caps on to tight therefor broke off when we tried to remove them ONLY because of the previous companies mistake. 
  Douglas Mechanical holds NO RESPONSIBILITY for this issue and should be turned back to the previous company and AHS for any reimbursement. 

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 30, 2024 Douglas Mechanical was hired by AHS for AC repair. Compressor under warranty was being replaced. AHS paying for labor and Freon. Douglas Mechanical asked me to pay $1170 for code modification which will not covered by AHS. $375- locking caps 2, $ 295- for Line insulation, $125- electrical modification and $325- for line modification according to Texas Codes. When technician Luis came out to do the job, he said none of these things are required. Everything looks fine. He replaced compressor, put all of the freon in my ground (including oil). Placed generic white lock cap and left. Next day talked to David and asking for refund since none of the code modification were needed. He said that technician should not have told you that none of the modification needed. I will send another tech. to place new pink lock caps and new Armaflex insulation which we have to do it according to code when we replace the compressor. I said I am willing to pay $375 for $20 cost of lock caps + $20 insulation, rest of the money needs to be reimbursed. He turned the matter over to Robert who is supervisor. After talking to him the outcome was that he will talk to installation manager to see what can be done. I was never given a receipt for the job that was done to see what actually has been done. Although I have captured the pictures and voice recording for what actually needed to do and been done. By the way AHS has paid $250 towards code modification as per my contract.

  Business Response

  Date: 08/12/2024

  Mr. ****-  management is currently looking into this and will get back to you once we have reviewed all details. 
  we apologize for any inconvenience this may have caused, but will get the situation resolved in a timely manner.

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Douglas Mechanical, Inc. (DMI) was contacted 6.28.23 to address concerns of humidity, condensation, and balance issues throughout my home. DMI sent a rep, Chris ****** to diagnose the issue. I was quoted and shortly after DMI came out to re-duct my attic, replace plenums, replace TXV valves, and balance the home. The work that was done did not address any of my issues and caused a larger issues. After several additional service calls I still had no resolution & was told by Chris, it's just a bad design. I contacted a new AC company and they immediately identified multiple issues. Replaced ducts were the wrong R-value, ducts were tied too tight restricting flow, several dampers were missing, ducts installed incorrectly to plenums, a "jumper" cable was added to one unit to keep it running 24/7, & blower motor was set incorrectly. When confronted, DMI sent me to a supervisor and I was told Chris had been fired due to "this type of stuff with multiple customers.” Robert assured me that they would address the issue & needed to speak with owners. Robert & ownership did nothing & did not return calls for months in spite of multiple attempts and request. After I hired the new company to fix the issues, Jared Harris, one of the owners, responded and sent a tech to take pictures of the $5900 worth of incorrect work that had been done. I was given a new and different diagnosis from the new DMI rep. when questioned the new rep declined to let me record his explanation. I explained that my new AC company was scheduled to come correct the issues caused by DMI and that I had lost all confidence in DMI to do the work correctly. I gave DMI over two months to respond and make this right. It is DMI responsibility to stand behind the work of their employee while they were employed by DMI. I was told by Jared that he would offer $1,000 with the stipulation that I would not report them to the BBB or post about my experience online. This is no where near the amount that is owed.

  Business Response

  Date: 11/06/2023

  Douglas Mechanical sold Mr. ******* $5900 worth of ductwork, including a supply Plenum all of this work was completed and done correctly. After keeping in contact returning majority of text messages, voicemails and emails from Mr. ******* on a visit in September our technician found there were a few items that needed to be added that were left off from the original installation, and a few minor tweaks to the ductwork, we offered our services multiple times yto come add the few missing items and tweak the ductwork. Mr. ******* declined and decided to go out on his own and hire a third-party company. Per conversation with Mr. *******. he allowed this company to do the work without receiving a quote or an invoice from them until after the work was completed, we explained to Mr. ******* that we would not be responsible for paying a third-party company to come fix, what we offered to come and take care of. As a show of good faith after numerous conversations Douglas Mechanical offered Mr. ******* $1000 which is what it would have cost Douglas mechanical to do the work for parts and labor. Douglas Mechanical stands behind our work 100% and again kept communication with Mr. *******, as well as offered to perform the minor work that was needed, he declined and chose to go to a third-party. We do not feel that it is our responsibility to pay for this work when we offered to do it at zero cost the $1000 was simply showing of good faith. The work has been completed so there is nothing more for Douglas Mechanical to help with. 

  Customer Answer

  Date: 11/08/2023

  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.  
  
  I was able to speak with another owner, not Jared, at Douglas Mechanical on Monday November 6th. While we spoke it seemed as though he was very apologetic and wanted to offer me $1300 instead of the previous $1000. I explained to him that I was not willing to settle for the $1300 amount and that Douglas Mechanical’s neglect cost me over $2,700 to repair what I had already paid Douglas Mechanical to fix in the first place. He claimed that he didn’t want to pay for the other company’s profit and that Douglas Mechanical should have been given the opportunity to fix their mistakes. As you can see Douglas Mechanical had plenty of opportunity to fix this and did not do so. I even negotiated with him explaining that at a minimum, I was charged for $950 per plenums that were unusable and the missing 13 ducts ($14 each) that were missing adding up to $2,082. He said that he would check with his partner and get back with me. Then I got this response through the BBB.  
  In the response Douglas Mechanical refer to “$5900 worth of ductwork, including a supply Plenum all of this work was completed and done correctly.” this statement is full of inaccuracies and omits information that can easily be seen in the receipt that is attached to the complaint. As you can see from the receipt it clearly states that there were two plenums that were replaced, not just one. The description of the work to be completed, on the Douglas Mechanical Inc. receipt, states “Install supply plenums on downstairs and upstairs equipment. Includes collars w damper, plenum, air tight sealant, hang ductwork correctly, labor, and taxes. Will open up all returns that were tied off by previous technician.” After I contacted the new HVAC company and proper repairs were done, I found out that I was missing 13 dampers, the ducting was not hung correctly (see photos of straps that are too tight,) and due to the ducting being connected to the plenums in incorrect places, the plenums that were replaced were not usable and needed to be replaced.
  The ”keeping in contact” that is referred to is completely inaccurate. I had decent contact with my original tech, until July 19th then was left calling from July 19th -September 5th with no action taken by Douglas Mechanical. In September I was finally contacted by Jared only after I confronted Douglas Mechanical with the previously mentioned issues (jumper wire, incorrect hanging of duct, unknown fan speed setting, exc.) These were issues that my new AC company alerted me of only after Douglas Mechanical quit responding to my request to fix their issues over the July-September time frame. I would have never known about these issues, as I am not an HVAC professional, had Douglas Mechanical sent a tech to investigate. I was asking for help and they chose not to come out until confronted with the reports of their mistakes. They claim to record all of their calls and can see my multiple attempts at getting this resolved. Not once was a technician dispatched to my home from Douglas Mechanical between mid/late July and October 2nd. Only after I confronted Douglas Mechanical with all of these issues that my new HVAC company uncovered did they send out a tech that they claim was qualified to do the work. This is at the very least a gross over look on their part. I was very clear up front before they sent this tech out that I had lost faith in Douglas Mechanical and I did not want them to do any more work on my home. Keep in mind, I was also very clear about what my original request for services was and Douglas Mechanical chose to send an unqualified tech out that did more damage than good.  
  “September our technician found there were a few items that needed to be added that were left off from the original installation, and a few minor tweaks to the ductwork” On October 2nd, not September, the technician was brough in to assess my claims and the findings of the new AC company. The “few items that needed to be added” were 2 new plenums, 13 dampers, and the duct work needed to be rehung properly, The October 2nd, NOT September technician, demanded that I allow Douglas Mechanical to redo the work. I declined as my new HVAC company was already scheduled to arrive the very same day to do the repairs and as previously mentioned I had already lost all faith in Douglas Mechanical. Another example of an inaccurate statement is “we offered our services multiple times to come add the few missing items and tweak the ductwork.” Is completely false. I called multiple times requesting exactly this with no response before finally giving up on Douglas Mechanical and contacting the new HVAC company. The only response I got was that “I need to speak to the owners to see how we are handling these issues.” Which was followed by silence and no return calls.
  “As a show of good faith after numerous conversations Douglas Mechanical offered Mr. ******** $1000.” Showing good faith does not come with a stipulation. This response is simply an attempt to soften the message seen by the general public. The exact words that were said to me by Jared ******** at 12:25 pm on 10.10.2023 via email are:
  “Good afternoon Mr. ******** - per our conversation yesterday Douglas Mechanical has agreed to refund you in the amount of $1,000 via check. With this refund you are agreeing to release Douglas Mechanical from all future liability as well as not posting any negative reviews and agreeing to not come after Douglas Mechanical with any legal action. If you agree to these stipulations please respond that you agree and Douglas Mechanical will have the check sent to you within 3 business days.”
  The wording of this statement clearly indicates that Douglas Mechanical is concerned about legal liability and silencing me from sharing my terrible experience.
  The next statement that is incorrect is “Douglas Mechanical stands behind our work 100% and again kept communication with Mr. *******, as well as offered to perform the minor work that was needed” standing behind your work is defined via google as “producing a fantastic job and making sure you deliver on all your promises.” Douglas Mechanical did not produce a fantastic job nor did they deliver on their promise to repair my HVAC balance and ducting. Additionally, no repairs were offered to me at any time. The only statement that could have even slightly been considered an offer to do the repairs was when the last technician came out in October and demanded that I call off the new AC company that was already scheduled for that day and stated that I would probably be charged for Douglas Mechanical to finish the job that they had botched.
   If I owned Douglas Mechanical I would try to soften the message too, however, there are several documented inaccuracies throughout this response and the truth of this matter is that Douglas Mechanical has fraudulently charged me for repairs that were not done. 
  
  Regards,
  
  Brian ********
   
  

  Business Response

  Date: 11/09/2023

  Douglas Mechanical ownership (not Jared ********) has spoken to Mr ******** and will be getting back with him once a decision is made in hope to resolve this matter.  We are hopeful this matter will be resolved and Mr ******** is happy upon conclusion of this situation. 

  Customer Answer

  Date: 11/15/2023

  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.  
  
  I am still waiting on Douglas Mechanical to respond to me. 
  
  Regards,
  
  Brian ******** 
   
  

  Business Response

  Date: 12/01/2023

  We have spoken to Mr ******** and have came to an agreement, we will be reaching out to Mr ******** to have this resolved. 

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action is not resolved yet.  
  
  Douglas Mechanical and I  came to the agreement that I will settle for a $2,000 refund. However, since verbally agreeing to this over the phone on November 20th I have not had any additional communication nor have I received the refund that was agreed upon.  I am eager to put this behind us once I have been made whole via the refund check that has been agreed on. That is the only missing component at this time. 

  
  Regards,
  
  Brian ********
   

  
  

  Business Response

  Date: 12/24/2023

  The check will be sent after first of the year. 

  Customer Answer

  Date: 01/10/2024

  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.  
  
  We are now sitting at the 10th of January and still have not received a check or any additional communication from Douglas Mechanical Inc. 
  
  Regards,
  
  Brian ********
   
  

  Business Response

  Date: 02/02/2024

  We have been out of town and will address this issue immediately 

  Customer Answer

  Date: 02/07/2024

  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.  
  
  Dear Brian ********:
  
  This message is in regard to your complaint submitted on 11/3/2023 against Douglas Mechanical, Inc.  Your complaint was assigned ID ********.
  
  You recently filed a complaint on the above-mentioned company.  The last we heard from you the issue may not be resolved.  Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible.  If we do not hear back from you, we will assume the issues have been addressed and will close the complaint.
  
  Are the issues resolved?   ____________Yes    ___NO_No
  
  If yes, when was the issue resolved?
  
  ____________________________________________________________________________________________________________________________________________
  
  If no, what issues remain outstanding?
  
  Douglas Mechanical has not sent the payment in the amount of $2000. The $2000 refund was agreed upon in November, I followed up after not having it in December, and was told that they will send it after the first of the year and now it is Feb 2nd and I still have not received the check. I followed up with phone calls directly with Douglas Mechanical the week of January 18th and never got a response.  ____________________________________________________________________________________________________________________________________________
  
  ____________________________________________________________________________________________________________________________________________
  
  Did you ever file your case through the court system?  ___NOT YET__________ If so please include a copy of your filing or judgment for our files.
  
  Signature: Brian M. ******** 
  
  Date:2.2.2024
  

  
  

  
  Regards,
  
  
   
  

  Business Response

  Date: 02/18/2024

  Resolution is in process

  Customer Answer

  Date: 03/11/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   I have still not received the check that was promised. This dispute is still ongoing. 
  
  

  Business Response

  Date: 03/21/2024

  First check had wrong spelling, we corrected that and resent the $2,000 as agreed with customer. This case should be closed. 

• Initial Complaint

  Date:06/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They were chosen by my home warranty. They came out 3 times to point the problem. After we figured out the problem they wanted payment upfront 1200. After I made the payment they stopped communicating with me. They want return my calls or even give me a managers phone number. Today is the 14th day after I made they payment and they still won't communicate anything to me. Called to get my many back they sayed manager not available call back later. At this pint I already fixed the problem for 300 dollars. It was not the issue they said it way. They charged the scam me for eleven hundred dollars when it wasn't to actually issue. They said it was a compressor but when I had a second opinion, that compressor was working perfectly, their last Technician did not charge the AC unit properly. That's why it was not working. It was an absolute scam over charging customers.

  Business Response

  Date: 06/28/2023

  Spoke with customer this afternoon and had a great conversation. We have refunded 100% of the money to his credit card and ended on a great note. He has agreed to revising his online Google review and I’m sure will close this dispute as well. Douglas Mechanical strives for excellent customer service and is appreciative of Mr ***** feedback. Please reach out to Jared ******** with any questions or concerns. 512-********

  Customer Answer

  Date: 06/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  
  
  
  
   
  

• Initial Complaint

  Date:10/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 10 - ordered new a/c. Around $13,100 August 11 - original install date September 20 - install inspection. Issues found. Not all equipment was replaced. October 3 - returned to fix issues and finish installation of new parts. Did not clean up. Left insulation in closet, now being sucked through vents. Left screws in driveway. One of which I ran over and got stuck in my tire

  Business Response

  Date: 10/12/2022

  Mr. ********* - I apologize for the issues you encountered, we strive for 5 star customer service in the event we fall short I assure you we will get back out there and do what's needed to make it right. I will drop a check in the mail to you for $100 for the trash, nails and insulation in ducts. This isn't the usual type of service we provide and seems that these items may have been overlooked by accident and not on purpose, after a long day of installing a unit the guys are tired and worn out and this is when these mistakes can happen but never intentional so we apologize for the mishap and hope this will help to make you happy. Please reach out to management if you need any further assistance!

   

  The Douglas Mechanical Team

  281-376-3111

• Initial Complaint

  Date:07/16/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 18th I contacted my home warranty because my AC unit went out, they sent out Douglas Mechanical to assess the problem, the technician said that the evaporator coil in my unit was leaking and that it should be replaced. I was then told by Douglas Mechanical that my portion of the bill was $2170 which I paid in full, I was contacted a day later to schedule so they could come out to do the work, I told them that I wasn't ready to schedule because there was no one at the house and I will reach out when I'm ready. I called back 3 days later to schedule that's when I was told that they no longer have the part and they used it for someone else, I was on holiday and going back home with my 6 month old son and my husband was deployed, they told me that they were sourcing the parts, for 2 weeks and I was in the hot house with the baby, when we asked them for a tracking number for the product that they ordered so we could plan accordingly they couldn't provide one, my husband came home for a visit on July 12th and they still haven't come out to fix the issue, he calls them on the 14th early afternoon they told him the same thing they're sourcing the parts and that there's a national shortage, when he asked why it took 1 day the first time and this time it's taking 2 weeks and the tracking number, we called the warranty company but they did nothing, they called back at about 3 that afternoon to schedule, on the 15th another company came to do the work, I have a list of what they were to install from the warranty company, I took pictures of everything, there was one part that they said they did not receive from Douglas Mechanical, the plenum which cost $400, I would like a refund.

  Business Response

  Date: 08/15/2022

  Installation was originally scheduled for 6/27/2022. Customers brother called in on 6/26/2022 and cancelled the scheduled installation of the evaporator coil and the necessary codes and modifications required for the work. He stated he is in the AC business, however, codes/modifications are different from state to state. Our Authorizations Rep did inform him that if he decides to cancel that the time frame/time delay for sourcing would start over and could be another week, or two. He said that was fine and to proceed with canceling. Once she decided to proceed with the repair, the sourcing process did have to start over (which again was mentioned at the time of cancellation). On 7/8/2022, there was a 3-way call with the customer, her Home Warranty Representative and our Home Warranty Manager. Our Home Warranty Manager explained to the customer in detail that the job was canceled by her brother, but as of 7/8/2022 the equipment is being sourced since the process had to start over. Once call ended the customer agreed and understood where she was in the process, due to miscommunication in within their family. At the end of the day on 7/8/2022, our installer called the customer to confirm her part has been sourced and to expect 3-5 business days (normally arrives before then) and we will call her when it arrives to get her scheduled. We installed and job was completed on 7/15/2022. The customer stated that a "plenum' was supposed to be installed and it is missing. This is not correct and the customer was not charged $400 for a plenum. She was charged for the "plenum modifications" that are needed to install a new evaporator coil into a pre-existing system. She stated that she was paying for a new plenum on a call with our HW Manager, which our HW Mgr explained its for the modifications of the Plenum only. Modifications have to be made to ensure its up to code and the evaporator coil fits as it should. The below items are what the customer was charged for in the total of $2,170:

  Hanging Kit

  Mastic Seal

  Primary Safety

  Float Switch

  Emergency Safety Float Switch

  Secondary Drain Pan

   

  So, the refund the customer is requesting is something the customer was never charged for.

  Plenum Modifications (not a new Plenum)

  New Catwalk since current Catwalk was out of code/unsafe for installers 

  Business Response

  Date: 08/20/2022

  First I am extremely sorry for the issues you went through this isn’t our normal motive of operation. We try and service customers as quickly as possible and get you cooling. Sounds like the first time everything was hitting on all cylinders but with a true shortage in our industry from 1 day to the nest equipment can be in stock and then out. Some equipment is a 4-6 week wait time or longer so this issue unfortunately affects customers wait time. Not our choice or like that this happens but we don’t manufacture the parts so we are at the mercy of what’s in stock locally. Again I apologize for the issue and glad we finally got you cooling. As far as the $400 plenum charge we do not change the plenum that is $950 charge so we were charging for plenum modifications which is to cut back, add to whatever is needed to make the coil fit flush and securely to the evaporator coil along with mastic sealing it to ensure no leaks. What I can do as a courtesy is refund half back since we did make adjustments and mastic sealed it I can’t refund the full amount back. I will have my office send a check out next week. Hopefully this will suffice and again apologize for the wait time some of these things are out of our control. 

  Customer Answer

  Date: 08/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  
  
  
  
   
  

• Initial Complaint

  Date:06/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was contracted by our warranty department ******** **** ******. They came out for our Air that was not working on 4-22-22. They tried selling us a new unit. We did not have funds They told the *** what was wrong. We paid $2,000 to get fixed and they came out and still not working. They have been there 4 times and something new is needed or they claimed to have fixed and still not working. They were scheduled to come to my house again on 6-11-22. They called me and told me I was next on their list. It was so hot in the house we waited in our car in our driveway from 2-8 and they never came. On Sunday we were at church service and when we came home there was a card on our door sorry we missed you. No one called or texted to schedule an appointment on Sunday. Today 6-13-22 I texted them about coming out and they said they came do I want to be rescheduled. The degrees in my house is over 100 and I have been to the Dr several times over getting sick in that hot house. They are far from professional and I don't want anyone else using them or being down like I have. I live in Missouri city Texas right outside of Houston, TX

  Business Response

  Date: 07/10/2022

  Douglas Mechanical has been to this property multiple times and every time has been a different issue, we have advised the customer to change and update the unit or they will have continued failure. These units are 20 years old and in bad condition, the home warranty company they are contracted with with only allow us to change the single component that’s failed why we are there. We have advised customer that by not upgrading we will continue to come out and Banditos air the unit until they replace with new equipment. Unfortunately the home warranty won’t ever pay for new units but only continue to repair a unit fail. Please find the following time line with repairs made: 

  4/23 - found bad evaporator coil leaking refrigerant 

  4/24 - owner called to try and get customer to upgrade to new unit because of units current condition and age (20 years old)

  5/18 - new evaporator coil replaced - System cooling fine

  5/21 - returned to find control board on gas furnace was faulty: nothing to do with new evaporator coil replaced this is in 2 different locations - control board ordered but due to shipping delays was 2 weeks out for delivery

  6/8 - control board was installed and unit cooling properly- tech advised customer to pay for condenser wires because they were in bad shape - customer refused to spend anymore money 

  6/11 - arrived and customers home no one was there we waited 30 minutes and left business card on the door so they know we attempted to come by and check unit 

  6/15 - tech arrived to find a contactor on outdoor unit had failed contactor replaced and unit again cooling, again tech reminded customer this will continue to happen unless they upgrade that at the age of the unit and current condition failures remain imminent.

  also while at customers house on 6/15 customer made us aware the downstairs unit was now not cooling and we had never worked on this unit so this was a different unit than ever worked on before and if they wanted repaired they needed to open a ticket with home warranty for downstairs unit we only have a ticket for upstairs unit. 
  

  Unfortunately the fact is the customer has (2) 20 year old units in terrible shape and from a mechanical stand point need to be replaced , if they choose not to replace then they will be going down the road of repair after repair and this isn’t Douglas Mechanicals fault we have educated the customer with the options and they choose to repair rather than replace at this point we have continued to come and repair and are doing the best we can with the current equipment. We have never denied service or been rude to this customer but only continued to return and repair as needed. If they would like to speak further about this they can call the office at 281-376-3111 and ask to speak to ownership.