ComplaintsforUniversal Mechanical, Inc.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On October 11, 2022, a company HVAC technician partially dismantled and diagnosed problems with a leaking heating system boiler and an inoperable air handling unit. The October 11th visit followed a multi-week wait for the service call which included a "no-show" by the company earlier in the week. The HVAC technician charged $450 for the service call on October 11, left the air handling unit dismantled, then departed the premises stating that replacement parts were necessary for repairs. The customer was informed and agreed that those parts would be ordered and repairs made "in a couple weeks." Two months later and after several unreturned phone calls made by the customer in an effort to determine a repair timeframe, the customer was informed by a company representative that replacement parts were obtained. The customer was told that the HVAC technician would contact the customer to make arrangements for repairs the following week. Another month elapsed with no attempt by the company to contact the customer for repairs or even provide a status update. The air handling unit remained dismantled and inoperable for three months and the boiler continued to leak water while the customer waited. The customer was ignored by the company throughout the three month period. Additionally, the company was the original installer of the heating and air handling systems while the customer's new home was being built, yet never registered the equipment with the manufacturer. As a result, no warranties exist even though the equipment is only four years old. Warranty registration was required by the equipment manufacturer within 90-days of install. The customer took occupancy of the home six months after the equipment was installed.Another HVAC company was contacted by the customer in mid-January 2023. The air handler unit had to be reassembled during the *************** call and the problems re-diagnosed. Repairs were performed by that company within two weeks.

  Business response

  01/31/2023

  Universal has decided to no longer work with this client as he came to our shop visually impaired to yell and scream at our receptionist.   The air handle was wired with incorrect voltage and client was told to call an electrician.  The boiler had an exhaust gasket leaking, (which has no effect on performance) it required a factory order.  This came during the holidays and had a 6-8 week lead time,  out of our control.  During these times of lack of parts and labor people need to be more understanding of the difficulty all service industry is facing.  At no time was this client without heat, hot water, or comfort.  

  Customer response

  02/01/2023

   
  Complaint: 18903518
  
  I am rejecting this response because: Response is completely unacceptable and frankly not surprising given the customers prior experiences with this poorly run and managed business.  Whether the customer is or is not visually impaired is irrelevant.  Furthermore, no yelling or screaming took place from the 72 year old customer.  That is also irrelevant.  Client was never informed to contact an electrician or that air handling unit was wired incorrectly.  Specifically, the company's service order states that the air handler "board and motor needs to be replaced."  The company service visit occurrred in early October well before the holidays.  Whether the client was without heat or hot water is likewise irrelevant.  A three month wait to repair a leaking boiler that is degrading the metal components of the unit and to repair a non-functional air handling unit whose purpose is to circulate heated air throughout the residence is unacceptable.  

  In January 2023, a reputable HVAC contractor successfully completed all repairs within two-weeks of contact.  That contractor had to reassemble the air handling unit that was taken apart by Universal Mechanical and re-diagnose all system problems.  For the reasons stated in the original complaint, the $450 paid by the customer should be refunded along with an apology letter to the customer. 

  Sincerely,
  
  *****************************

  Customer response

  02/07/2023

  In response to the BBBs request for clarification, the following is provided:

  Wayne ********* is the consumer and all the information in this complaint was provided by **********************.  ********************** is the author of the complaint.  Despite false and inappropriate statements from Universal Mechanical, ********************** is fully cognizant and is not visually or mentally impaired in any manner.

  As clarification for the complaint, ********************** visited the Universal Mechanical shop on December 29, 2022 to express concern over their lack of service (after waiting nearly three months) which the company falsely referred to as the yelling and screaming incident.  

   

  Thank you 

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

  Business response

  02/27/2023

  On September 26th, 2022 Universal Mechanical received a call from ***************************** that his boiler smart screen was showing it needed maintenance, there was a leak under his humidifier he wanted us to check out, and he believed his recirc.fan wasnt working.
  
  On October 11, 2022, we went to **************************************************************************************, ********************************************* residence to do routine maintenance on his boiler, and diagnose the leak and the fan issue. During our diagnostic inspection and routine maintenance service we noticed the fan motor ECM board was not staying lit the transformer was only at 14 vac not 24 vac on the air handler. Our service tech initially thought the board and motor need to be replaced on his air handler.  After diagnosis, he realized there was incorrect electrical voltage going to the air handler, and an electrician needed to be called to correct the voltage to the system.  Our service tech informed ***********************
  
  While performing service on the boiler we noticed condensation inside the housing unit. The flu temp sensor gasket cracked, and condensation was leaking into the unit.  Our service temporarily patched the crack until a new gasket could be installed. Our service tech checked all operations on the boiler and pumps, and the boiler was operating under normal parameters. We recommended a new high temp gasket for the boiler.
  
  ********************* paid $450 for three hours of service labor performed on October 11,2022. That amount did not include any future work or parts. Our service tech placed an order for the high temp gasket. The gasket was a factory order, and our supplier did not have a date when it would ship. Upon ordering, we were informed parts were taking longer than usual, which directly correlated to the ******19 pandemic.
  
  Following the service, we received numerous calls from ********************** inquiring when we would return to install the gasket. Our secretary let him know we had not yet received the parts, however, as soon as we received them we would get him on the schedule for installation. In the meantime, ********************** was never without heat, including the cold snap the Flathead Valley experienced during the months of November and December. He failed to mention to our secretary the air handler was disassembled, just that he wanted his boiler fixed during any phone conversations following the service. Our service tech said everything was put back together in a professional manner when upon leaving. ********************** continued to contact either the shop or our service tech, asking us to come out to replace the gasket. Our secretary is part-time so there were some calls missed from *********************, but we were continuing to communicate with him on the status of receiving parts and installation. Our service tech let him know he would try to get out there on a Friday once the parts came in.
  
  On January 4, 2023, ********************** came into our shop unannounced and was extremely aggressive and irate toward the secretary. He demanded his parts and for someone to come to his house. Our secretary told him she would get ahold of the service tech. ********************** continued to yell at her, telling her he was tired of waiting, and demanded someone to get out to his house.  He wanted her to give him the parts immediately as he believed he had already paid for them. ********************** had not paid nor was he charged for the parts, which were not yet received by Universal Mechanical. ********************** continued to speak to our secretary in a condescending,belittling tone of voice, cursing at her in front of other patrons. She told him that all she could do was call the service tech to find out where the parts were and see his availability.  ********************* stated the response he received was not good enough for him and he wanted better answers.  ********************** continued to argue with her in front of other patrons until he finally stormed out of our shop.  The Secretary thought maybe ********************** was impaired in someway do to his actions.  Our secretary was so emotionally distraught by the verbal abuse of ********************** she had to leave for the rest of the day as she could not stop shaking or calm her nerves from the conflict.
  
  The owner of Universal Mechanical called to inform him that after he came into our shop unannounced and was disrespectful to his staff we would not continue a working relationship with him. ********************** was horrific to work for during the building phase of his home, never in all of Universal Mechanical's years of operating have we had a more disrespectful client. We have tried to remain professional, but the constant harassment from him when he wants something done, and the disrespect to our staff was the final straw for our company.
  
  Beyond these points, additional warranties for equipment are the responsibility of the homeowner. They must register equipment on the manufacturer's site. As a contractor, our warranties are based on serial numbers. In the occurrence of a warranty issue, we supply the serial number and date the equipment was installed to our manufacturer representative. We have never had an issue receiving a warranty on equipment through our supplier. Homeowners can always do their due diligence and register their equipment if they would like.  Universal Mechanical offers a 1-year parts and labor warranty, which ********************** was well outside of.  
  
  Universal Mechanical will not be refunding the $450 as it was toward a boiler service that was completed and the diagnostic labor for the fan issues that were performed.   ********************** would have received another invoice for the work done when the gasket was replaced.  
  
  Also, our secretary would like an apology letter from ********************** for the emotional stress he has placed upon her and the embarrassment of being belittled and cursed at in front of other patrons.
  
  
  

  Customer response

  03/05/2023

   
  Complaint: 18903518
  
  I am rejecting this response because:

  The business response is mostly false information and a distraction from the truth.

  Universal Mechanical did conduct diagnostic work at the homeowners residence in early October 2022.  The homeowner was informed that the air handler needed a new fan motor and circuit board.  That diagnosis was documented on the Universal Mechanical service record.  The homeowner and service tech agreed that a new motor and board would be ordered along wi the necessary boiler replacement part.  Homeowner was informed it would take a coupe weeks or so to obtain the parts.  The homeowner was NOT informed about the incorrect voltage feed.  Had that been the case, th homeowner would have immediately arranged for an electrical contractor to evaluate the problem.  

  The homeowner first learned of the electrical feed issue in January 2023, when another **** contractor was hired and they identified the problem.  That same day in January, the homeowner contacted the General Contractor who built the home (*************, *** in *********, *******) to discuss options to remedy the electrical feed problem.  ************* then informed Universal Mechanical of the electrical issue because they continue to sub-contract work to Universal Mechanical.  After learning of the electrical feed problem in January, the homeowner hired an electrician recommended by ************* to rectify the problem.  Despite the repair of the electrical feed by the elecrician, the air handler still did not function. Therefore, in February 2023, the **** contractor hired in January conducted another service call to diagnose why the air handler still did not function.  The February diagnosis determined that all control wiring for the air handler was installed incorrectly, rendering the equipment inoperable.  The air handler was never functional.    

  Note that the boiler issues were likewise identified by the contractor hired in January 2023.  That contractor ordered the boiler replacement part from the boiler manufacturer and installed the new part the week following the service call.  Yet, Universal Mechanical could not conduct the same repair in over three months.  

  Yes, The homeowner called Universal Mechanical multiple times over three months to inquire about the replacement parts for the boiler and the air handler but was ignored.  NOT ONE PHONE MESSAGE OR TEXT MESSAGE WAS RETURNED.  NOT ONE !  Universal Mechanical claims the boiler repair parts were ordered in October 2022 but not yet received as of January 2023 due to cover related shipping issues.  How do you explain that the same part was ordered, received and installed by another **** contractor in only one week ?

  Bear in mind that Universal Mechanical installed the air handling equipment in 2019 and made several mistakes as enumerated below.  Just simply look at the timeframes involved in this matter.  A universal Mechanical service call for a boiler and air handler in October 2022 and zero repairs made into January 2023.  Three months to do nothing, not even keep the customer informed of status.  Again, not one phone message or text was returned over a three month period.  What would you do ?

  The homeowner has been completely honest in his articulation of these problems.  All the information provided to the BBB was 100% truthful  The same cannot be said of Universal Mechanical.  Note that the owner of Universal Mechanical, the service technician and the secretary are blood related.  Does that not cast doubt on the "facts" as they see them ?   

  All the information about "he yelled at us' or my "secretary was upset" or "he is awful" etc is just an irrelevant distraction to divert attention from the fundamental problems.  Those problems are that Universal Mechanical:

  (1) connected an air handling unit to an incompatible electrical feed during he 2019 equipment installation;

  (2) did not properly field wire the wall mounted thermostat control unit to the air handler in 2019;

  (3) did not pre-op test the air handler to ensure it was functional.

  The company the tried to pass off their installation failures to an electrical feed problem, a bad fan motor and a bad electrical board.  Subsequently, they ignored the homeowner month after month after month, hoping their lack of competent work would go unnoticed and/or the homeowner would get frustrated and give up, rather than take responsibility and correct the flawed installation.  

  The homeowner has spent over $1500 thus far to have the air handler installation problems caused by Universal Mechancal diagnosed and repaired.  The homeowner did not cause any of the air handler problems yet is footing the bill.  Is that fair ?

  It is clear that this matter will only be resolved through legal proceedings, at which time the full costs to diagnose and repair the air handler unit will be sought.

  Sincerely,
  
  *****************************

  Business response

  03/09/2023

  We reject this response. 

  Customer response

  03/15/2023

   
  Complaint: 18903518
  
  I am rejecting this response because:  The consumer will no longer play this juvenile game with the business.  The information provided by the consumer to the BBB was always fully accurate and the remedy requested was fair.  Moreover, the consumer only requested that the service call diagnostic fee be refunded along with an apology letter rather than the full costs incurred by the consumer.  That will no longer be the case.  The consumer has retained legal counsel and this matter will be pursued through the legal process.

  Thank you BBB for your efforts.  

  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Universal Mechanical installed a ********** split air conditioner unit in my home in May 2019. The unit failed to start when we turned it on around June 21, 2022. When Universal Mechanical told me that it would be over a month before they could make a service call, I had our electrician inspect the unit. He discovered that the unit had failed because of faulty wiring during installation, which had gradually worn through the insulation on a wire, causing it to short. I called Universal Mechanical again on June 23, informed them that the issue was caused by their faulty installation, and asked them to repair their error. They told me they would not service the unit before July 28. I emailed the owner, ***********************, attaching photos of the faulty wiring and asking him to send a technician to repair the short caused by his company's faulty installation issue. **************** did not respond to my email so I hired another HVAC contractor to repair the unit. They confirmed that the short had resulted in a blown fuse within the unit. They repaired the faulty wiring and replaced the fuse. I then emailed **************** again, informing him of the above and asking him to pay 50% of the $650 I paid the electrician and HVAC repair costs I had incurred. He did not respond to that email either.

*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. ↩