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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
12-26-2023 A Tech showed up at my house first thing he tested (less than 5 min) my ignition switch was faulty. He removed it in less than 2 min the told me it would be $500 to replace. This was a $45 part that would take him 2 min to install. Beware!!! This company is taking advantage of senior citizens. I went and bought the part myself ($45+tax) and in 2 min my furnace was working. Never using this company again!!!!
Business response
01/08/2024
Thank you for sharing your thoughts with us. It is certainly not our practice to take advantage of any customer, regardless of age. Our pricing is carefully calculated and based on a variety of factors. You're paying for our company to provide you with a service, not just a part. That service pricing includes technician wages, extensive training to ensure they are able to diagnose and repair your system, their vehicle, fuel, vehicle insurance, employee benefits, support staff, company building, utilities, etc. In your case, we performed a diagnostic based on the pricing that we quoted you up front over the phone. We determined what the problem was and quoted you the repair, which you declined having us do. However, you used the information about the problem part that we provided you during our service and replaced the faulty part yourself. Since the evaluation that we did provide was helpful to you and you only disagree with pricing for work we did not perform, we will not be issuing you a refund for the evaluation fee. Should you wish to discuss this further, you are welcome to call us at ************. ThanksCustomer response
01/09/2024
That's fine! I will NEVER use your company again and I will let EVERYONE I know how dishonest your pricing is. No matter how you try to justify it, it is wrong!Initial Complaint
03/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Friday, 02/24/2023 at 9 AM PT, a technician from Mercurio's Heating & Air Conditioning came out to perform a routine cleaning of our ductless mini-split ************** The mini-split is 3 years old and was in fine working condition prior to the technicians arrival. After performing the "routing cleaning" the heater was disabled and would no longer turn on. The technician pulled up 3 year old error codes on our mini-split's remote control and said that the mini-split was "broken beyond repair. I have no idea how it even turns on". The technician and ********** management then asked me to pay $200 for the cleaning, again which resulted in the technician breaking the only source of heat on 1 floor of my house during the 4 coldest days of winter. I declined to pay. They offered to have a "more experienced, veteran tech" come out to look at the mini-slit the following Tuesday, who had a much more expensive hourly rate and another trip charge. *****, the office manager, stated that I would not be charged for the maintenance trip, because the technician broke my heater.On Monday 02/27, my wife and I made explained the situation to our neighbor, who is also an **** tech. He came over, cleared all the alarms on the mini-split, and within 5 minutes the unit was producing heat again. Our neighbor stated that ********** technician intentionally did not clear the alarms in an attempt to convince us that our **** was broken and needed to be replaced. Apparently this is a dishonest sales tactic that he's seen companies use in the past, trying to take advantage of people less with less knowledge of ****. Upon learning this information, I called ********** back and cancelled the appointment to fix the **** system that they broke, scheduled for 02/28.On 03/16, weeks later, I received a bill for $189 from **********. ***** reached out and said that because I didn't complete "the repairs" with them, I would have to pay the trip charge for ******** breaking my heater.Business response
03/24/2023
Hello,
Please accept our apologies for the error on our part. This was a billing miscommunication within our office and we have reversed the charge to your account. Our management team has followed up with you via phone, but please let us know if there's anything further we can do.
Thanks,
*********************
Customer response
03/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
01/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased heat pump and furnace through them late 2022.Had multiple issues with install and techs:* wrong quote * wrong work order * hazardous driveway and garage floor * unsafe wiring * did not close electrical panels on devices * did not initially install paid for items * improperly setup devices * still have not received outdoor sensor All of the above issues, as well as never calling back/emailing to schedule a visit to install the part we paid for.Business response
02/02/2023
We are sincerely sorry for the experience you have had with our company. This is not what we want for any customer, and are going to rectify the situation in the morninig. I have put a notice in to our customer ********************** manager to ask her to personally call and schedule your return trip. Please accept our deepest apologies and know that we will absolutely make this right for you.
Sincerely,
*********************
Operations Manager
Customer response
02/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.The business scheduled a follow-up visit for next week. Assuming they follow through - you can consider this closed.
Sincerely,
*************************
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.