ComplaintsforFacilities Maintenance Management, LLC

• Initial Complaint

  05/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Tuesday, Jan. 16, I had FMM come to my home to diagnose a problem with the heat in an HVAC unit that the same company installed back in 2020. My landlord asked that I use FMM to service the broken heat since the unit should still be under warranty. The technician quickly diagnosed the issue as a melted contactor, briefly left to retrieve a replacement part, and returned to install the new part. He also replaced the old analog thermostat with a simple digital one, without asking permission or giving me a quote. On Wednesday, Jan. 17, I received an invoice for $708. This was much higher than anticipated, and upon calling the company, they confirmed that the warranty for the replacement contactor had not been included. However, the revised invoice only deducted $45. I spoke with several people, including Mr. *****, the HVAC Manager, and was offered a discount to $524. I passed the invoice along to the homeowner, but my landlord asked for an itemized invoice, with a breakdown of all charges to explain why the cost was so high if the part was covered by warranty. I reached out to Mr. ***** to get the itemized invoice via email and his cell. At this point, Friday, Feb. 2, the company stopped responding to calls and emails. On Feb. 21, my landlord took over communications with FMM, and in the last 3 months has not received the itemized invoice or a response over the phone, email, or written communication.

  

  Business response

  08/09/2024

  Spoke with *** ******** about complaint. He stated that they use a program that determines pricing.  He said he is trying to reach out to the consumer and home owner to explain pricing.

  Customer response

  08/10/2024

  
  Complaint: 21740237
  
  I am rejecting this response because: the company has not made contact with me or the homeowner since before the complaint was filed back in May. No one has tried to inform us about how their program calculates charges, or followed through with the request for an itemized breakdown of the bill, or an explanation for why the estimated cost was not quoted and approved by the homeowner before work was conducted. 
  
  Sincerely,
  
  ******* ******

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