Modern Mechanical

Revdex.com:Modern Mechanical stated that they had contractor [redacted] come to the home and add exterior caulking around the Air Conditioning unit that they installed in June 2017.The issue appears to have been resolvedPlease close ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Thank you for contacting Modern Mechanical We care about your concerns and always strive to provide the best possible customer experience
"">I apologize for the breakdown in communication. We were working
with your home warranty company and we communicated with them several times
about the part availability status. We assumed they were keeping you informed of the progress. We agree the process
did not serve you well and we will quickly refund the $deductible. In addition to the refund, when the part arrives we will install it for no additional charge to
help compensate for your frustration you incurred Thank you again for bringing this to our attention and we look forward to working with you in the future

We actually sent a painter to your home earlier today. We apologize it's taken longer than we wanted to find a painter that would do the job. The issue should be resolved shortly at no additional charge. It was difficult to foresee the unit would not fit given that it is over
40ft in the air. if you have any further questions or concerns feel free to contact me directly*** Pete D***Co-Owner

We recently were recommended by a friend to use Modern Mechanical to replace our outdated a/c system. From the phone call setting up the appointment to the salesman who came to give us a quote to the install, we were more than impressed with the professionalism of this company and their employees. We need to replace the other a/c unit and without hesitation, we will be calling Modern Mechanical. They are reliable, professional, informative and punctual.

First,
let me say we’re so sorry you have experienced poor service or response time
from our team and thank you for bringing this to our attention.  We
completely understand how...

frustrating it can be when information is not being
communicated effectively.  You will be contacted today in regards to your open claim.
 
It
is our company policy to return all messages
within 24 hours.  During the last several weeks we had one employee not performing to the Modern standard , and as a result we lost many customers
messages and several customers did not receive responses to their concerns or issues.  We have upgraded our
talent in the customer service department and we will
achieve the goal of returning all messages within 24 hours.  Going forward
everyone can be assured of getting a return phone call – if you do not, you may
call me, [redacted] – COO and Co-owner on my personal cell phone
###-###-#### or email me [redacted]
and I will make sure you get a return call.
 We will be calling this customer to work on the resolution.  Again, we are sorry for this temporary disruption in our
service.

Revdex.com:Modern Mechanical stated that they had contractor [redacted] come to the home and add exterior caulking around the Air Conditioning unit that they installed in June 2017.The issue appears to have been resolved. Please close  ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: Technician came out about 3 weeks ago and found that my furnace had a cracked heat exchanger. I have not received a call back from their office on the status of the replacement part. This is after calling their office 3 times every week and leaving numerous messages. Dispatch office is supposedly different from location who answers the callaboutDesired Settlement: If they cannot replace the part, they better replace the furnace which was their last resort as covered by our home warranty thru Modern Mechanical.

Business

Response:

First,

let me say we’re so sorry you have experienced poor service or response time

from our team and thank you for bringing this to our attention. We

completely understand how frustrating it can be when information is not being

communicated effectively. You will be contacted today in regards to your open claim.

It

is our company policy to return all messages

within 24 hours. During the last several weeks we had one employee not performing to the Modern standard , and as a result we lost many customers

messages and several customers did not receive responses to their concerns or issues. We have upgraded our

talent in the customer service department and we will

achieve the goal of returning all messages within 24 hours. Going forward

everyone can be assured of getting a return phone call – if you do not, you may

call me, [redacted] – COO and Co-owner on my personal cell phone

###-###-#### or email me [redacted]

and I will make sure you get a return call.

We will be calling this customer to work on the resolution. Again, we are sorry for this temporary disruption in our

service.

Review: Modern Mechanical come my house to fix my air condationer unit though my insurance company in July 5th.

They have check the unit and told me that they have to order some part.The problem was with the unit system was not cooling. I waited 2 weeks in hot weather with wife and my 5 years old kid.After 2 weeks they have told me they have the parts.The earliest appointment was a week after even do I called a week before ask a schedule an appointment.

Finally they came there weeks after to fix it.I wasn't home my nephew was with them. They have asked pay them $600 for the cost also the first day when technician came we had to paid another $200 for the cleaning the unit.They have provided there months warranty.Two days after they left a felt the unit wasn't cooling again.I saw the same problem again unit was getting freeze again and not cooling.I called them. they gave me an another appointment one week later.The technician fixed the problem a day later some problem again.He said something needed to clean It won't happen again he said.

I called them again they offer me another appointment one week I was out of town I ask the following Monday because I wasn't working that day.Technician came he said he needs to get another opinion from other company.Because he talked with his boss they didn't want waste any more time.But this technician find the real problem this time.I paid this company $800 and they give me 3 months warranty they even didn't fixed the problem I still have the same problem.Please help me this matter.Desired Settlement: I paid this company $800 I still have the same problem.Unit is not cooling and freeze up.I like to get my refund please.So I can find another company to fix my unit.

I had miserable summer with my family in my house.This people waste my time.Since June 25 th I have no air condationer in my house today is the September 03 th still I have no air condationer.I called them this morning They haven't even return my call.Please help me to get my money So I can find another company to fix this issue.

Business

Response:

**. [redacted],

We are sorry you continue to have issues with your air conditioner. We understand it can be frustrating waiting for parts to become available and working with a home warranty company can complicate the process sometimes.

Your home warranty company dispatched our office for your heating and cooling need. Our technician identified a very dirty condenser coil and a clogged txv in your evaporator coil. We filled your claim quickly and your home warranty company required the cleaning to process the claim. We had to wait on them to send up the coil and we schedule within 2 days of receipt of the coil. We also made a courtesy call at no charge on August 14 and replaced your hardstart kit at no charge and noted your unit was running properly at that time. We then scheduled another courtesy call for 09/02/2013 at no charge to you and noted that you were having a new problem with your condenser unit and that based on your home warranty guidelines, we had to go through your home warranty company. They require a second opinion on a new claim.

Customer satisfaction is very important to Modern Mechanical, so we will refund you the $200 you spent on 07/11/2013 for the cleanings and also the $550 you paid on 7/30/2013 for the items not covered for your evaporator coil replacement. You will receive this refund in 7-10 days. Please contact our office to confirm.

CEO

Modern Mechanical

Review: Modern Mechanical came to my home to assess problems with Hot Water Heater. The service receipt indicates that "...keep getting pressure switch error...Will order new Pressure Switch and return to fix." This is dated 2/18/2014. They have taken my $100 payment, BUT, they have not returned to my home to fix. It's been almost 2 months. I've called them no less that 5 FIVE times and they keep telling me they'll call me back when they know more or when the part comes it or when the supervisor returns, etc etc. They have NEVER called me. I feel that they've taken my money and ran. Terrible service to not even call me back.Desired Settlement: Return my $100 simply for stress and hassle and my time in continuing to call and time to complain on Revdex.com.

Business

Response:

Thank you for contacting Modern Mechanical. We care about your concerns and always strive to provide the best possible customer experience. I apologize for the breakdown in communication. We were working

with your home warranty company and we communicated with them several times

about the part availability status. We assumed they were keeping you informed of the progress. We agree the process

did not serve you well and we will quickly refund the $100 deductible. In addition to the refund, when the part arrives we will install it for no additional charge to

help compensate for your frustration you incurred. Thank you again for bringing this to our attention and we look forward to working with you in the future.

Review: I had a service contract with this company and had them come out last February (2013) to look at my HVAC because it wasn't cooling/heating properly. The technician who came out told me I just needed an air handler adjustment. On 8/26/13, I had them come back out because my upstairs AC unit was not cooling properly, and the technician inspected the units and told me I needed to replace both units at a cost of between roughly $11-16K depending on which replacement units I purchased from them, etc. I was surprised that 6 months earlier the technician didn't mention that anything was wrong with the AC units, and then was told I needed to replace them both. He told me that an alternative solution that would fix the AC unit for about a year was a "Super Seal Stop Leak", which would cost under $1000. I opted for that solution, and so he claimed to have pumped my HVAC full of R-22, and the cost was $753. As I was writing him a check for $753, the technician told me for the first time that sometimes the Stop Leak "doesn't take" or fix it, in which case I would just need to replace the units. Shocked, I explained to him that if he had told me there was a chance it wouldn't have worked, I would have just put the $753 toward a new unit instead of throwing it away on a temporary solution that may or may not work. About 5 weeks later, the upstairs unit stopped working completely. Because I had completely lost faith in Modern Mechanical and believe they scammed me, I called [redacted] to replace the upstairs unit at a cost of $8132. I contacted Modern Mechanical to obtain a pro rated refund and they explained that because I didn't call them to come back out and inspect the unit and have them give me a quote to replace the unit, they would not provide any sort of refund. The manager who called me back claimed that they warranty their work and that they should have been given the chance to come out and see the unit, but because I already had it replaced and they couldn't inspect it, they wouldn't give me any sort of refund. However, the Work Order for the $753 Stop Leak has a warranty section on the form that wasn't completed by the technician who scammed me, so I had no idea that there was any sort of supposed warranty. I really believe that only because I didn't buy a replacement unit from Modern Mechanical, they arbitrarily fabricated some "warranty" and are using that as an excuse to keep my money after ripping me off with a supposed "fix" that never had a chance of working for a year. In fact, 2 HVAC companies that gave me estimates after it went out told me that given the condition of the unit, a Stop Leak would never have fixed it and that Modern Mechanical shouldn't have even suggested it as a solution.Desired Settlement: I want a pro rated refund. This "Stop Leak" solution they talked me into lasted 5 weeks out of the 52 week period that the technician stated it would last, or 9.6% of the stated time. So I would like a refund of $680.60 because they basically suggested a fix that was a waste of money, and I would have rather put that cost toward the purchase of a new unit.

Business

Response:

**. [redacted],

We’re sorry to learn you were not satisfied with our service of a leak repair on your equipment. We have a 100% satisfaction guarantee posted on our website and we wish we would have been given the opportunity to resolve the situation. On our websitewww.modernmec.com we describe Freon leak repair and the warranty specifically as follows…. “Please recognize that Freon leaks can be extremely difficulty to locate. Our warranty applies only to the replacement part(s) we use to correct Freon leaks we find. However, if you notify us within 90 days of our repair service that your unit still leaks Freon, we will perform a diagnostic inspection at no charge.”

You wrote that five weeks after our repair the upstairs unit “stopped working completely” if you would have contacted Modern Mechanical we would have diagnosed the problem at no charge. In this case we could have determined the cause of the unit not running and if it was because the leak repaired was leaking again we would have repaired the unit again or given you the $753.00 as a credit toward a new system, your choice. Given that Modern Mechanical is currently running a special for $3900, the applied credit of $753.00 would have given you a new system for as little as $3147 compared to the system you purchased for $8132.00.

You mention that our technician informed you that both systems needed to be replaced due to their age and condition before you opted to do the $753 leak repair. You also mentioned that two other firms agreed that the equipment needed to be replaced so we are confused why you “lost faith” in Modern Mechanical’s assessment of the comfort systems. As a general rule we always want to give customers more than one option of solving their equipment breakdown, that usually includes one solution for repair and one for replacing the system (if the equipment is in poor condition).

It is unfortunate that you did not contact us to diagnose the cause of the unit not cooling but given that fact the unit was removed by another firm we cannot issue a refund because there is no way to confirm our repair was the cause of the unit not working.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The paperwork they provided me specifically had the warranty section left blank, leaving me to think there was no warranty. The technician who talked me into the "stop leak" repair never told me there was a chance it wouldn't work until after they had performed this non-fix. It would be unreasonable for me to contact this company again after their solution didn't work to give them a chance to try to scam me again, in light of the gross incompetence displayed by the last 2 people they sent to diagnose my issues. This manager's expectation that it would be reasonable to require me to wait to give them a chance see if the fact that their repair didn't work (which it obviously didn't), while my upstairs level with all of the bedrooms is 87 degrees, is absolute nonsense. They misrepresented the effectiveness of this fix until after they performed it and scammed me out of my money and they never indicated there was any warranty until now--and in fact specifically left that off the work order. I think that their reasoning for not giving me a refund demonstrates why no one should give this company their business.

Regards,

Business

Response:

We

understand the possibilty for the customer to not understand the warranty terms

for service repairs, for that reason we put the terms in

writing on our website http://www.modernmec.com/services.php?id=463

We

find it hard to understand the claim that the customer did not think they had a

warranty, so they purchased a new unit from

another company, but then immediately after

the repaired equipment was removed they contacted our company to ask for a "warranty" refund.

We

were never afforded the opportunity to inspect the unit to determine the cause

of the unit not cooling. Modern Mechanical will

always honor customer requests for an in

warranty service or products, however in

this case the equipment has been discarded by the homeowner and it is

impossible to conduct a warranty service inspection.

If we may offer an analogy,

this would be comparable to a consumer having a repair done on a motor vehicle

then taking it to the scrap yard to be crushed, then calling the firm to claim the repair did not work and

then demand a refund without allowing the service provider to examine their service repair. Modern Mechanical will

warranty our work 100% of the time and if the repair failed we will redo the work at no charge or apply the cost of the original repair towards an upgraded system.

In conclusion,

the Modern Mechanical warranty is still available and in effect on the equipment we preformed services on, however because of the

actions taken by the homeowner, that equipment is not. We are unable to make a refund on a system that no longer exists.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: they haven't addressed my complaint or issued a refund, and I feel this company scammed me.

Regards,