True Mechanical Corporation

Dear Revdex.com:In reference to [redacted] complaint for an LG unit installed by True Mechanical Corp, this unit was installed June The customer had called on (years after installation) for a service call due to the fact that the LG unit was not working properlyWe had sent out a service technician on where he found the control board needing to be replaced, a manufacturers issue not an installation issueLG offers a year warranty on parts and True Mechanical offers a year warranty on parts and laborAfter the year warranty expired, True Mechanical Corp sent out a proposal for a service/maintenance contract for the LG unit, which [redacted] did not acceptThe control board was out of LG warranty which the cost was $plus tax plus a service/labor charge at a discounted rate of $plus tax totaling $We have been to the [redacted] residence at a no charge call to check out their system other timesIt is True Mechanical Corp's policy to ensure full customer satisfaction to our customers Sincerely, [redacted]

we value our customers and try to assist them in every way possible. From our understanding the unit was working and the temp was set for the desired temp and was satisfying and the temperature was told to raise to make warmer in the house. We had notified the customer technician will be able...

to go to the residence but she could not accommodate the timeframe we had available and  notified her we had emergency service and they will attend to the issue. As of the time frame we gave the customer, she did not call back or call emergency service and assumed the temperature satisfied when we asked her to raise it to get warmer in the home. We have not heard back from the customer when asked to make a service call and assume the unit is working properly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Dear Revdex.com:In reference to [redacted] complaint for an LG unit installed by True Mechanical Corp, this unit was installed June 2011. The customer had called on 6/**/14 (3 years after installation) for a service call due to the fact that the LG unit was not working properly. We had sent...

out a service technician on 6/**/14 where he found the control board needing to be replaced, a manufacturers issue not an installation issue. LG offers a 2 year warranty on parts and True Mechanical offers a 1 year warranty on parts and labor. After the 1 year warranty expired, True Mechanical Corp sent out a proposal for a service/maintenance contract for the LG unit, which [redacted] did not accept. The control board was out of LG warranty which the cost was $496 plus tax plus a service/labor charge at a discounted rate of $125.00 plus tax totaling $675.00. We have been to the [redacted] residence at a no charge call to check out their system other times. It is True Mechanical Corp's policy to ensure full customer satisfaction to our customers.  Sincerely, [redacted]

We will contact the customer directly and certainly take care of the service issue for them as well as a request for payment issue. At True Mechanical, we value our customers and customer satisfactions is our main priority and goal. We apologize for any inconvenience or issue the customer may have...

had and will rectify the situation immediately.

Review: In July of 2012 I purchased a brand new central air conditioning unit from this company. My last unit ran like a champ for 20 years until it died before I contacted True Mechanical. They ensured that the new units will have no issues, and save me tons of money in bills. At the start of this summer, not even 2 seasons worth of using this new unit, an issue arose. The motor in the unit that goes in the attic burnt out, and had to be replaced by the manufacturer. Upon contacting True Mechanical, they told me I was out of luck and that I should contact someone closer to me, when they were the ones who sold me this lemon of a unit! And conveniently the warranty had expired.Desired Settlement: I would like for True Mechanical to contact me and explain to me why the [redacted] who sold me the unit no longer is there, why the unit they sold me was a lemon, and to be reimbursed the $1200 in the costs of having the motor replaced, something that should have never broken this early after purchasing a brand new unit that cost close to $10k and was paid in full!

Business

Response:

We just received the notice of a claim by a customer for a previous installation of a Rheem replacement AC system in July 2012. The customer stated in an email that the motor burnt out in a Luxaire unit which is not a product we install. True Mechanical offers a 1 year free labor warranty on all of its installs. Approximately 1 month before the warranty is to expire, True Mechanical will send out a proposal for an option to choose an extended labor/parts service and maintenance contract, which was sent 2 times to [redacted], which he did not accept. After the 1 year warranty, it would be considered a service call with a service charge and we offered to make an appointment for him. From my understanding, [redacted] did not want to pay the service charge and was never told to contact another company closer to his residence since we service other customers in that area.

We had contacted [redacted] a few times via email and phone and requested to please send me the receipt the company had given him for the part that was replaced for us to review on the exact repair. [redacted] finally called back and stated the company that replaced the part said the unit was too new and no parts are readily available, which in fact this is a common unit we install and parts are usually readily available from our distributor. I had notified him the motor would have been under manufacturer’s warranty which we would have taken care of but the service call is a standard charge for a customer who does not have a contract with us. He stated he will be sending over the receipt. As of today, we have not received the invoice [redacted] paid and has not returned any of our calls so we can take care of this matter.

True Mechanical does not manufacturer the equipment we install and unfortunately sometimes the parts become defective which we cannot predict. [redacted] also sent me an email that the repair was only $1000.00, which he is stating a dispute of $1200.00.

Review: True Mechanical installed an LG wall air conditioning unit with an outdoor compressor. The unit worked for one season. They came and replaced a part thinking it would work. Charged us $675 for service. The unit never worked after that. They say that we are responsible for contacting LG to work it out and if they order another part it will be over $600 plus service since the warranty is only good for one year. This company should not be in business. They do not stand by their products or their service.Desired Settlement: we want a refund for the $675.00 service call. We would never let this company back into our home

Business

Response:

Dear Revdex.com:In reference to [redacted] complaint for an LG unit installed by True Mechanical Corp, this unit was installed June 2011. The customer had called on 6/**/14 (3 years after installation) for a service call due to the fact that the LG unit was not working properly. We had sent out a service technician on 6/**/14 where he found the control board needing to be replaced, a manufacturers issue not an installation issue. LG offers a 2 year warranty on parts and True Mechanical offers a 1 year warranty on parts and labor. After the 1 year warranty expired, True Mechanical Corp sent out a proposal for a service/maintenance contract for the LG unit, which [redacted] did not accept. The control board was out of LG warranty which the cost was $496 plus tax plus a service/labor charge at a discounted rate of $125.00 plus tax totaling $675.00. We have been to the [redacted] residence at a no charge call to check out their system other times. It is True Mechanical Corp's policy to ensure full customer satisfaction to our customers. Sincerely, [redacted]