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:12/11/2023

  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.

  November 1, 2023 was the date of transaction. Total Mechanical Systems prepared an invoice through **** *****. This is when I purchased a furnace and air conditioner unit for $14,000. They said we should expect installation in a week. This company finally came to install on November 20th after numerous calls to this company. They took basically an entire day, and upon leaving our residence, they said that they cannot turn the furnace on because our recently installed oil was contaminated . We called our oil company, a tech came out to our house and said that was untrue. I called Total Mechanical, spoke with Mike who disagreed with my oil company. At this point, I did not know who was wrong. I went to **** ***** to share my complaint, they called and spoke with Mike and someone will come out to take care of it. I also went to the Town of ********** to see what I can do to get heat, the Manager also called Total Mechanical and spoke to Mike. Total Mechanical Systems came to my resident to inspect their work a week ago, they told my husband that they could not fix it and left. We still have no heat.in addition, they gave us a air condition unit with a bent, they left a hole in my wall exposing they outside big enough for squirrels and rodents to come inside. Needless to say we are very unhappy as we have had no heat for over a month!

  Business Response

  Date: 12/11/2023

  Pictures are attached of everything from our Install Manager's visit. He went out to the customer's home who was extremely upset. The customer's first concern was a hole where the line set exited the house. He claimed the hole was not sealed but the install manager checked and took pictures. The hole was in fact, sealed. The install manager explained to the customer that it was clear caulk, and it was sealed but he did not except that answer. The customer was also upset about the bent fins on the condenser. The install manager tried to explain to him that this was normal, but he did not want to hear any of it. The next issue was the new unit not firing. The install manager was told on the day of the install that it had oil in it. He had the installers provide pictures of the oil which appeared very cloudy which is consistent with water contamination. The install manager bled the line and tried to fire the unit, with no luck. He disassembled the burner j tube and inspected it, did not see any issue there. He reassembled per manufacturer specification and tried to fire the unit. This did not work. The customer told the install manager that the person he got oil from came out prior to his visit and told him that there was water in the oil. The install manager was also told that this person started the water heater but quickly shut it off claiming it needed to be serviced. 

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair 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.

  A few years ago we had a new heating system installed by TMC costing $20,000. After a couple of years we began having issues with the product. After months of back forth we were granted a replacement under warranty which took place in December 2021. We soon realized that there was no permit filed. We contacted them over a year ago and have been told that they would get everything taken care of. We have made dozens of calls, been promised call backs, and not once have they come through. From the very beginning Mark has been non responsive and avoidant. We have also spoken to Jenn/Jess (unsure) who is in charge of pulling permits and have not received any information. I need a permit pulled so I can maintain my system. I’m tired of begging for a response for something they should have done years ago.

  Customer Answer

  Date: 08/08/2023

  This paper shows when they installed the device.  It is almost 2years ago.  All I need is for TMS to complete the job and pull the permit 

  Thank you 

  Customer Answer

  Date: 08/08/2023

  This paper shows when they installed the device.  It is almost 2years ago.  All I need is for TMS to complete the job and pull the permit 

  Thank you 

  Business Response

  Date: 08/10/2023

  We had been told that due to this being a warranty replacement, a permit was not required. We also called and spoke to the town. We are happy to look further in to this and do what is now required if in fact it is. We will be in touch.

  Business Response

  Date: 08/10/2023

  We had been told that due to this being a warranty replacement, a permit was not required. We also called and spoke to the town. We are happy to look further in to this and do what is now required if in fact it is. We will be in touch.

  Business Response

  Date: 08/15/2023

  The permit was actually issued in July. Attached. Thank you.

  Business Response

  Date: 08/15/2023

  The permit was actually issued in July. Attached. Thank you.

• Initial Complaint

  Date:06/02/2023

  Type:Order 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.

  Total mechanical systems breached SIGNED contract for payment to *******. due to water damage caused by them. (TMS) The amount is $4348.89. They are simply ignoring repeated phone calls from *******, and from myself the homeowner…

  Business Response

  Date: 06/02/2023

  ***** - we have never refused to pay any bill. We just received the invoice from **** *** this week and Accounts Payable is following their standard procedure for processing invoices and submitting payment. It is being taken care of as we always do. Thank you and have a good weekend.

  Customer Answer

  Date: 06/02/2023

  
  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. If this is true all complaints will be revoked.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair 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.

  I have purchased a house for which the seller never disclosed the heating system was not working. I moved there with my family on October 12. 2022. It was frustrating to find out by the ******* ****** ********* ******* that this system was not working at all for a couple of years, but the seller did not consider it important to say it. I tried to get the seller since I found out, but he just blocked me out his number, and there we felt a nightmare started. I began searching for a company to help me with this issue immediately as we were just almost jumping into Winter. I have gotten two or three qoutes. On 11.21.2022, I accepted the quote for a new furnace installation to my house. This is 01.24.2023, and I am still waiting for it. I've been patient enough already given that my whole family is suffering this caotic situation. Every time I asked why this was taking so long, I was given a different excuse like: the city is putting barriers on the job, etc. Today, I called the city (building and ***), and per their statements, they have nothing to be with the delay at al. This is just negligence from them as they are not experimenting with the cold at home as we are. We can not even invite our families and friends to our house as the cold is inclement. I was emailed about my new system finally going to be "on" on Thursday 01.19.2023, but for my surprise again, I got home with no heating system. I have not even given an explanation about it, and when I tried to contact them, no one knew what was going on. This is the reason why I am contacting you because this is for a cost of $19,500.00, financed (10years) so I will pay $30k plus for a system I will end using it on Summer not Winter. I have been offered a couple of qoutes even cheaper, but as this company was referred by **** ****** so, I decided they were the ones! After I decided to run away from this contract, another contractor came to offer an estimate (much cheaper and with warranty to finish in couple days,) and they did not get this to take so much time, given that temperatures are freezing.

  Business Response

  Date: 01/26/2023

  We went under contract with this customer in late November. The entire timeline is attached of all calls made, inspections scheduled and re-scheduled, etc. There were also financing hiccups because the customer could not access their email, went on vacation, etc. as well as the initial inspection of the home failing due to numbers not painted on the home correctly...

  This was a 4-day installation and it was after the 3rd day that the customer reached out to us and told us not to come anymore and wanted to be refunded. The equipment is in her home, the new chimney liner, piping, gas line, etc. She will not allow us to come back and finish the last day to get everything up and working and is now requesting a refund. Our Operations Manager has told her we will not provide a refund as all the work has been done with the exception of the last day and that is just because she wrote us and told us not to come back until we heard from her. 

   

• Initial Complaint

  Date:11/14/2022

  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.

  This past August, we contacted **** ***** for a quote to replace our HVAC system. **** ***** put us in contact with the total mechanical systems. They came and gave us a quote for roughly $16,000 and that was to replace the HVAC system as well as the ducting of our house. we ended up not needing to have our ducting replaced but total mechanical systems charged us for it anyway. We contacted the business and they agreed we were overcharged by $6000 and stated they would be issuing us a refund for the $6000. After a few weeks, we didn’t hear anything so we called them and were told that a check was going to be sent to us for $6000 and it should be coming in the mail. in September a check was issued to us by total mechanical systems for $6000 and I deposited the check a few days later I was informed by my bank that check had been canceled by the issuer. When I called total mechanical systems to figure out what was going on. I was informed they were told by **** ***** to cancel the check and **** ***** will be issuing us our refund. It is now almost 2 months later and we do not have a refund. We are paying interest on $6000 that we shouldn’t have to be paying and when we contact total mechanical systems they don’t have an answer for us on what’s going on with the refund and they basically tell us we have to wait to see what’s happening. Attached is a picture of the check that was canceled by total mechanical systems.

  Business Response

  Date: 11/15/2022

  We processed the refund on 9/16/22 with HD. We also emailed our DSM at HD for an update yesterday, and she replied that she was sending the info to Finance in ** to confirm all went through. 

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair 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.

  We had a brand new central air system installed Aug 5, 2021, used the air conditioner from then until the end of September as the temperature had gone down. The Sales agent, technicians, the representatives I’ve spoke to on the phone have been professional. We turned the our air conditioner on early June of 2022 due to rising temperatures. From June we had nice cold air like normal, by August the air started to feel like fan air and as temperatures soared the air started to feel lukewarm. We contacted TMS, they sent a technician, he wasn’t quite sure if there was a leak but he applied gas to the unit to get it blowing cool air again. The technician stated that my 1 year labor warranty and had expired but offered to extend it if I pay a membership fee of $120. I advised I’ll let the office know later in order to discuss this with my husband. After a few days of the gas that was applied to the unit, again the air was lukewarm. Again, I contacted the office, another technician was sent to our home. The technician discovered there was a leak and stated it was due to a manufacturer’s fault on the part that’s leaking and they’ll fix the problem but we would have to meet them halfway on the labor cost of $1200. This is just morally wrong and unfair to charge us on an item that is supposed to be brand new. I have never know anyone who have had to get a brand new HVAC system re-gas after a year of installation. We have technically had approximately 6 months of usage from this brand new system. I believe the unit had been leaking from the get go and just ran it’s course why this has happened.

  Business Response

  Date: 09/20/2022

  Ms. ****** - we spoke with you on several occasions and explained that a yearly maintenance is required in order to uphold your system's warranty. You declined this on the first visit with our service technician. Then, a problem arose and even though your initial one year warranty expired, we were willing to work with you and cut the labor cost in half down to $600 because it was so close to the one year. We have tried to explain this and work with you as much as possible, but if you are unwilling to maintain your system and take responsibility for keeping it in tip-top shape, we can not do anything beyond that.