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:06/28/2023

  Type:Service or Repair 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 27 an AC technician came to service my mini split. I told him 2 years ago it needed refrigerant due to leaks in lineset. Tech ****** confirmed the lineset was defective and corroded. He said it would be about $1000 to repair and he would send a detailed estimate. When he was done, he said it was $472 for adding refrigerant. Then I received an email with the estimate for another $1225 which didn't include the $472. Today I saw a pending charge on my credit card which I didn't authorize. I called ****** and told him I felt like he took advantage of a senior citizen. Then he told me he had to pay for his own equipment. I think he's a scammer because he never gave me an upfront price like the company advertised and he added refrigerant to a leaking system without repairing it. He claimed to waive the service fee but refused the company coupons.

  Business Response

  Date: 06/30/2023

  We are writing in response to the complaint filed by *********************************** regarding the service provided by **************, ******, on June 27. We appreciate the opportunity to address the concerns raised and provide our perspective on the matter.

  
  Upon reviewing the details of the complaint, we would like to present the following information for your consideration:
  Equipment and Line Sets: It is important to note that *************************************** equipment and line sets were very old, and ************** observed that the line sets were rotted and in need of repair. As licensed professionals, we have a responsibility to prioritize the safety and proper functioning of our customers' systems. ************** advised *********************************** about the condition of the line sets and recommended replacement for optimal performance and safety.
  Customer Options: Despite **************'s recommendation to replace the line sets, *********************************** insisted on repair rather than replacement. We understand and respect that customers may have their reasons for choosing repair over replacement, but it is our duty to inform them about potential risks and provide professional advice. We want to emphasize that ************** clearly communicated that the repair would be a temporary fix, given the deteriorated condition of the line sets.

  
  Pricing and Estimates: We regret any confusion regarding the pricing and estimates. The initial discussion with *********************************** during the service visit centered around the refrigerant refill, for which ****** provided an upfront quote. However, we acknowledge that there was miscommunication and our customer did not understand that the estimate of $1,225 that we sent via email. This did not include the cost of the refrigerant refill. We apologize for this oversight and any inconvenience it may have caused. This was truly not our intention. 

  
  Customer Service Commitment: We are deeply committed to providing exceptional service to all our customers, including senior citizens. We pride ourselves on treating every customer as family and ensuring their satisfaction. If *********************************** felt that **************, ******, acted unprofessionally, we sincerely apologize for any distress caused. ****** has been with us for a very long time and this was the first complaint. We will address this matter internally and take appropriate steps to prevent such issues in the future.
  

  We would like to highlight that we have already fully refunded *********************************** for the leak repair that was performed. Furthermore, we understand that the customer had a working system prior to ************** leaving, indicating that the refrigerant refill contributed to the system's functionality. 

  
  We appreciate the opportunity to address this complaint and provide our side of the story. We are committed to resolving any outstanding concerns and ensuring customer satisfaction. If you require any further information or have additional questions, please do not hesitate to contact us.

  
  Sincerely,
  ******************* CEO, RCL Mechanical

  Customer Answer

  Date: 06/30/2023

  [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 submitted by the business and say   his technician lied. I told him the lineset was leaking in the ** unit which was 4-5 years old. I knew the lineset needed replacement and did not opt for getting the ** running. Tech added freon without any discussion on price. Who  charged my credit card without my approval? Their invoice is attached for your viewing. I believe this is a very deceptive act.
  
  Regards,
  
  ***********************************