ComplaintsforNorthwest Mechanical

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with Northwest Mechanical around October ********************************************************** April 2022. The ** system got installed this April that supposed to serve for both heating and cooling functions for our house. However, the cooling function was not working properly from day 1, which made it impossible to cool down the house temperature to be more than 5 degrees Fahrenheit than the outdoor temperature. After the company sent some staff to us trying to solve the problem, we found that the system was not properly installed, which soaked our ceiling insulation, as well as not serving the cooling function. After a few rounds of attempts on fixing the system, so far our ** system was completely down for about 2 weeks, which means the house does not have any cooling or heating. Currently, Northwest Mechanical refuses to send any staff to our home for further investigation. Instead, they claim that the issue can only be made by replacing a wire component of the ** system, which is currently waiting for backorder until the end of this summer. The company refused to provide neither any temporary solution for serving the heating and cooling function of the house, nor any financial coverage for not providing the proper system as demonstrated in the contract for 3 months (and possibly at least another 3 months for waiting for the backorder). Please help with the conversation with Northwest Mechanical, so that we can get proper support on the heating and cooling system of our house, and get proper remedies for the breach of the contract.

  

  Business response

  08/15/2022

  There has been much activity regarding this project prior to this complaint and after the date of this complaint.  I do not recall seeing an email from BBB regarding your first attempt to notify me of this complaint.  I knew the challenges we were having with the customers installation but we have been diligently working to resolve.

   

  We have been to the customers home on 6 occasions under warranty since the installation.  We installed a ********** AC system.  There appears to be a factory defect with the equipment we installed.  We have a long history of installing these types of system and this brand in particular.  The warranty process involves our technician being on site while working with Mitsuishi tech support over the phone to run diagnostics.  All signs according to tech support were a bad control board or a bad thermistor wire.  We replaced the control board and did a temporary splice for the thermistor wire as there wasn't any available from the factory.  This did not solve the problem.  As of 8/8 we coordinated with the customer to install a new air handler since the replacement thermistor wire was not going to be available until mid - late September.  We are at the home this week changing the air handler under warranty.

   

  There was a leak that was found associated with a condensate pump.  We repaired the equipment and we've been coordinating with the owner to repair any sheet rock damage to the ceiling.

   

  We will not be leaving this customer with a HVAC system that does not work.  Unfortunately the time involved is due to the cumbersome process of dealing with a manufacturer defect and the limited availability of replacement parts.

   

  Please let me know if there is more information I can provide.

   

  *****************

  President

  Northwest Mechanical

*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. ↩