ComplaintsforWagner Mechanical, Inc.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They scammed us into joining their little maintenance club and part of that club is promised priority for maintanence. 4 times in 3 week we have tried to get a boiler tech to our residence and we had appts. We have rearranged vacation, work and personal appts to wait all day as we were promised the appt only to be canceled/stood up 30 mts before and told the tech "called in" had "personal problems" or was "too busy". When asked to speak to a manager was told one would be in touch, have yet to hear back or to get any resolution. just told they are short staffed. Its cold weather and now we cannot get any other boiler tech from another company as they are booked 2 months out and we will freeze to death thanks to this companies lies. They refuse to refund my membership in the club and have zero sympathy in this situation to resolve the problem. i work in executive relations in my job and this unacceptable behavior. have requested a call from the owner or corporate manager and they refuse to connect us. the call center reps just send us in circles while the techs just fail to show up.

  Business response

  10/28/2024

  I will be reaching out today to find out exactly what the customer wants as far as service. The service call I have listed is for a flush not a boiler service?

  Customer response

  10/28/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I would like to get this done ASAP and have the technician show up and not cancel on me
  Regards,
  
  *** *******

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June we signed a contract for a new ac/ furnace combo unit installation. The contract and the salesman both stated all electrical would be brought up to code. The consultation is recorded. The contract was near 20k, we paid 9500 up front, and when they determined more work was needed than originally expected they tried to pass that cost along to us in the form of a quote for 14.5k to do the panel upgrade (included in the original contract), and the trenching (that the salesman said we didn't have to worry about. Twice in 1 hour.) The new unit was already installed and temporarily connected to our existing panel before we were made aware of any additional cost and they have stated that any buy-back guarantee that is in place will not apply to this situation. They are now billing me a total of 15k instead of 20k saying that the project is "complete" but also admitting that the price reduction is due to the panel upgrade being incomplete.

  Business response

  10/04/2024

  WAGNER WOULD LIKE TO HEAR THE RECORDING WITH *** THAT SHE HAS TO BE ABLE TO UNDERSTAND WHAT WAS SAID IN THE CONVERSATION. THE BILL HAS ALREADY BEEN ADJUSTED TO REFLECT NOT DOING THE ELECTRICAL PANAL UPGRADE.

  Customer response

  10/07/2024

  Complaint: ********
  
  I am rejecting this response because:
  The recording requested by Wagner contains evidence that the contracted work was not completed. 
  
  I initially met with *** on 05.29 at the service address after receiving es***ates from multiple other companies. We chose to move forward with the consultation due largely to the fact that *** ensured us all electrical would be upgraded to code during the process. Mentioning that the house was built in 1966 and we'd be remodeling soon so that was an important thing for us to have done. 

  I didn't record that conversation because my husband was on the phone with us getting his questions answered. The opposite was true on the day of the consultation 06.14 when we went to my parents house so my dad could get all his questions answered as he's been maintaining this property for many years. I recorded this interaction in full so my husband could participate at his convenience. The file is 58:24 minutes long, File size 57.21 MB, Zip file size 53.75 MB. BBB website only allows uploads of 8 MB however I'll gladly send the file in Wagner's preferred format for transferring large files. Please advise.

  I have included transcripts of the relevant parts below along with the ***e stamps.

  
  

  Attempts to resolve the matter with Wagner:

       When I called about scheduling the work needed to proceed, I was told the work was stalled pending agreement to the panel upgrade. I had already agreed to the panel upgrade in the initial contract. The fact that the trenching and additional work was required before the panel upgrade could be completed is not our financial responsibility. 

       When I spoke with Christina in the office regarding my discontentment with the panel upgrade not being complete even though I was sold a panel upgrade, I was told that *** the salesman “only quotes equipment” implying that he didn't sell me a full electrical upgrade (among other excuses/non-responses across several calls). It may be the case that he shouldn’t have said “all electrical” will be brought up to code, but he still said it. That is the product I purchased. The panel upgrade is typed out in black and white, in no uncertain terms, on the contract I signed. Knowing what is required to get from A to B is the responsibility of the person/company doing the work. 

       Despite their “honest, upfront pricing” on their website and their 100% satisfaction guarantee when I asked if the electrical manager was under any obligation to advise us of the potential extra expense of laying new wire to the transformer (required by PNM) BEFORE the AC/furnace was installed and temporarily hooked in to our existing panel (and it was already too late to turn back) I was simply told, “no”.

       I spoke on the phone, directly with the PNM consultant that was at our house with the Electrical manager, Matt from Wagner and he agreed that it was reasonable for Wagner to have known the homeowners also own the underground wires from the panel to the transformer as it is very common in this area. 

       Michael the GM/Sales Manager told me over the phone that "all electrical" meant all electrical IN the house. The panel itself is outside the house but that fact aside, the other work has to be done first in order to finish what they said they'd do. It isn't outside the scope of Wagner's function because the 14.5k es***ate for trenching they came back with after Matt the Electrical Manager and PNM were on site was the additional cost for WAGNER to do the trenchng etc.

  “…we’re transparent about our quotes and provide upfront es***ates.”

  
  

  A Certified letter demanding payment of the new, lowered amount received 89 days after 06.21.24 which is the date Wagner is showing as the "completion" date. To avoid legal action, however debatable it may be, the final payment of $4,248.02 was made on 10.02.24. My contention, after all, was never that I didn't owe that money, but rather that I owed MORE than that; contingent upon more work being done. 

  That payment made the new total $13,748.02. $5,273.62 less than the initial contract.

  
  

  Everything in my experience and understanding tells me that ***, the salesman made ignorant promises, or spoke outside his scope of authority in order to secure the contract and when Wagner got halfway through with the work outlined in the contract they found out there was more work needed and tried to get us to eat the cost of their mistake.

  Now I'm stuck with a system I've already paid for, that isn't fully, legally installed, and I'm going to have to hire another contractor to complete the work that Wagner got out of doing by breaking their contract. 

  
  

  6:50 

  *** (Wagner): So if you're thinking of doing a gas stove again, if you did that, we wouldn't have to upgrade the electric. 

  ***: Well, he he (referring to *** in third person as *** didn't realize *** was the same person who spoke to me about the initial es***ate at that ***e) told her that you guys are gonna take care of all that anyway as part of the...

  ***: Electric up. If we did the electric upgrade 

  ********: Right. Yeah. 

  ***: Yeah. Right? But if you guys don't do the electric upgrade, because the electric upgrade is, like, $4900. If you don't do an electric upgrade...

  ********: Oh, it was my understanding that that was included. 

  ***: That'll bring the price... 

  ***: That is in the total price that I gave you.

  ********: Oh, okay. 

  ***: Yeah. That was in that price. Yeah. So that's in there.

  
  

  22:47

  ***: So, 200 amps is what we bring the electric to the maximum that we do with the city without getting, you know, into 20 plus thousand dollars. 

  ***: And that's gonna that's gonna include burying it underground like it is now? 

  ***: Yeah. We're not gonna have to go... That line will be good. It's the whips and everything else that that's 

  
  

  gonna probably have to be changed out. Probably PNM will have to change out the, the, transformer. 

  ***: So we're talking five...

  ***: 4900 for electric upgrade.

  
  

  42:59 

  All the gas will be we'll put... all of the gas will be up to code. All the electric will be up to code. If we need whatever we need to do, will be to code. Electric. 

  
  

  44:08 

  ***: They're not in the city limits, there. That's...

  ***: Then we'll have state inspections, probably. 

  ***: And that's... I mean... 

  ********: And that's still okay? 

  ***: You're still good with all that?

  ***: Yeah.

  
  

  
  

  Summary: All of the electric will be brought up to code. It will cost 4900 dollars. The house is not inside city limits.

  
  Regards,
  
  ******** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  10/16/2024

  I review the recordings and would like to schedule to go to the home and look at the project so we can get it done for the homeowner. Wagner will uphold the contract and do the electrical upgrade and the split system for the original agreed price of $19021.64 . So the balance will be $4900 plus tax for the electrical service. 

  Customer response

  10/17/2024

  Complaint: ********
  
  I am rejecting this response because: I think the wording here could still be misinterpreted and I want to clarify before I close out the complaint. This will now include all the work surrounding the underground wires from the panel to the transformer, correct?
  Thank you.
  Regards,
  
  ******** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  10/22/2024

  Sorry to be confusing. Wagner is agreeing to complete to the panel install as part of the original contract that you sign with *** and Wagner will replace the main feeder line from the panel to the pole and up to the PNM connection.

  Customer response

  10/22/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thank you for your time. 
  Regards,
  
  ******** *******

• Initial Complaint

  01/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Details are listed in the desired resolution section below. In addition to what I've stated, I will also be editing my reviews from 5 starts to 1. The technicians are caught in the middle, it is unfair to them. It is obvious this company needs to reassess what they call "customer service". All I've been able to get is a bully Customer Service Supervisor and no reply from Wagner CEO.

  Business response

  01/29/2024

  Wagner Mechanical would like to resolve the matter with the customer regarding the Camera inspection coupon. The inspection coupon does indeed cover a basic camera inspection. There was not an original request to provide a video of this inspection. There is a specific camera device that needs to be used to get such footage. We can offer to either refund the $69 for the camera inspection that was complete or we would be happy to send another technician out with the recording camera device to provide video footage as requested.  

  Also , the Operations Manager did speak with the customer on 1/15/24 following up on the request to speak with the CEO. At that time it was under the Operations Manager's impression that the issues had been resolved and the customer was no longer in need of further follow up to the escalation at that time. 

   

  Customer response

  01/31/2024

  Complaint: ********
  
  I am rejecting this response because: it is unclear if another technician is sent out to prepare a video of the line, if a fee will be charged or will this be free of charge.  Clarify in writing to the BBB and myself.  

  Secondly,  I never stated I did not wish to speak to the CEO.  The woman I spoke with on the date listed stated she would make the CEO aware of the issues I expressed.  There is no way for me to know if that occurred or not.  AND, I requested to speak to the CEO a SECOND time when I called back regarding the VIDEO, NO VIDEO, NO PICTUREs.  I"ve requested to speak to the CEO 2 seperate times.  Neither time has the CEO attempted.   The supervisory customer service representative is manipulative in her response.  I expect to speak to the CEO, nobody else who represents themselves as "customer service".    

  
  
  
  
  Regards,
  
  ******* ****** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  02/07/2024

  Called customer and spoke to her and we agreed to send out tech to video and record as much as we can and had the customer the sd card and let her check it. If this is done the customer has agree to settle the complaint.

  Customer response

  02/08/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is acceptable.  The technicians were professional, knowledgeable,  and valuable to our situation.  A++ Wagner Mechanical !!  

  I will absolutely use Wagner going forward.  

  Sincerely,  ******* ******

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So originally I posted 5 stars. The reason I changed it to 1 star is because my AC was not turning on and it was super hot in my house. I called they told me diagnostic is 89.95 which would cover an hours worth of the technicians time and if they could find what was wrong within that time frame that’s all that would be charged. The technician found the problem within 30 min of being at the house said it was 1 part and that he recommends installing something so it does not draw so much electricity from the home. He was here a total of 1 hour and 20 minutes after parts were installed. They charged me almost 700.00 dollars which seemed excessive to me. So I started calling around so on ****** the parts by part number and name were 85.00 even calling other companies around they charged 140.00 for both parts which I’m fine with because a company needs to make money. So we are at worst case 229.95 for parts and the one hour diagnostic so tell me how the other 20 min was 470.00? This is price gouging and double dipping considering the system was already disassembled (3 screws) and the parts were in the EXACT same area! I was charged HOURS to do the job that took 1 hour and 20 min… to top this situation off I called the very same day to speak with a supervisor as I thought this was wrong. He called me back same day on Monday at around 1 pm, he claimed he was driving around and would need to get back to the office to look into the account and he would call me the same day around 4pm. No call, I called Tuesday, he was in the field and he would call me a little later. No call, called Wednesday, same excuse, Thursday, same excuse, Friday. He is off and would call me Monday of this upcoming week 08.28.23 do NOT trust this company, price gouging and then when you call them to see if they can justify the price they do not. Oh and to top it off, my AC is still not working, worked for a few days and has stopped working… and guess what 700.00 and still does not work…

  Business response

  09/05/2023

  Wagner has contacted the customer and have agreed to his terms. Homeowner also stated he will replace his own thermostat.  

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I bought an HVAC air conditioner unit through Wagner Mechanical last year. My neighborhood had a power power outage last Saturday, 7/15/23. It didn't come back until after 10 PM that night. We've been calling Wagner Mechanical to fix it since Sunday, 7/16/23. They didn't send a technician out until Thursday, 7/20/23 and he said it was an electrical issue. They sent an electrical engineer Friday, 7/21/23, and they said it wasn't an electrical problem and the technician should've fixed it. On 7/15/23-7/20/23, the weather hit 100 degrees. I have a wife, child, 3 dogs and a rabbit with no AC in the dead of summer and Wagner Mechanical just isn't taking it seriously. I just want them to fix my air conditioner, the parts are even still under warranty.

  Business response

  07/27/2023

  The system was repaired under manufacture warranty on Monday 7.24.2023and is running. Customer had notified tech that they had a PNM power surge. This is what caused the electrical issue.   

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wagner Mechanical was contracted to come replace the main waterline at the address listed in the complaint. They came and did the work, which did not pass inspection. I was told by the city of Albuquerque inspector to contact the company to have them come back and finish the work, after multiple attempts at contacting the company, we have received no response from Wagner as to when someone can come out and finish the work despite multiple assurances this would happen within 24 hours of the call.

  Business response

  07/19/2023

  Contacted 7.18.23 customer and inspection is set up for 7.20.23

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Contract signed, 06-16-23, with *** ****** (sales) of Wagner Mec. Inc. for a 2-head Mini-Split (heating & cooling) system - Total Price with 12-Year Warranty = $16,458.81. Deposit in the amount of$8,000.00 on CK# **** was paid. Job was scheduled and completed June 22, Paid remaining balance of $8,458.81 on CK # ****. No receipt was given to me. I was told it would be sent via e-mail. 7-Days later on June 29, 2023 @ 8:07 AM received a v-mail , not addressing me by name, from *** ****** saying he made a mistake and we owe him $500.00. July 03, 2023 called Wagner and asked for a receipt showing the itemized job expenses and serial numbers of the equipment so we could file for Federal Tax rebates. Person at Wagner sent a receipt via e-mail with numbers representing one of our checks that was less and different than what we paid and a total value of the project that was lower that the contract we signed. Called Wagner back and asked to speak with the accountant (*****) to go over the numbers which were less and in conflict than what we paid. We also needed serial numbers for the equipment installed. *** ****** called back and said we didn't owe any more money and that he made a mistake. I told him we received a receipt that had different numbers and needed it explained along with serial numbers. He told me to figure out the numbers and he made a mistake. July 07, 2023 - Called Wagner and asked to speak with ***** the accountant. Was told she was busy and she would definitely call me back between 2-3:00 PM that day. She didn't call me back so I called Wagner asking for her again. *** ****** called and left a v-mail (again not addressing me by name) with a concerning tone threatening to "take action' and potentially begin interest charges. Again told me to figure out the "numbers" and either send a check to the office or call him. I called him back with no answer. Note: June 26 and July 03 Wagner had to come back to correct two mistakes made on job.

  Business response

  07/11/2023

  ****** *****, 

  I have attached your Home Comfort Proposal along with your project invoice. It looks like the math was incorrectly calculated for the balance due on the Home Comfort Proposal.

  The Subtotal for the project was $15,700 after tax $ 16,916.75. The Deposit collected was $8000 leaving the balance due $8,916.75. You will see on your project invoice that you have paid a total of $16,458.81. Leaving a balance of $457.94. 

  The project invoice will show are charges, model and serial #'s, warranty and balance due. 

  I'm sorry for the confusion and misunderstanding. Please let us know how we can assist in clearing this balance for you. 

  Customer response

  07/14/2023

  Complaint: ********
  
  I am rejecting this response because:

  Thank you for your submission.  We cannot accept Wagner's response because the itemized receipt you provided presents yet a third version of costs, differing from both the original comfort proposal and the receipt for service we received from you previously. You have not addressed the wide variance from this current accounting of the costs ($16,916.75), compared to the receipt we received ($14,775.76), and also from the total amount we paid in full based upon the comfort proposal ($16,458.51). 
  
  The original comfort estimate contains a quote of $15,275 total cost, as well as an erroneous quote of $15,700 total cost.   At the time of the estimate, *** ****** explained the increased amount was due to the addition of the crane cost, at $425. His voice mails indicate that the additional $500 due to you was based on his miscalculation of the proposal, which used the $15,275 total, and which he claimed excluded the crane cost.  Our latest receipt from you shows we in fact already paid for the crane (************).  You can see from the comfort proposal that tax (7.75%) was calculated based on the $15,275.00 amount.  That calculation indicates $15,275.00 was the correct amount.
  
  Additionally, we understand from your current itemized proposal that we were given a $1987 credit for already having the 220 volt circuit available for your use, and then charged that same amount, $1987 for electrical work, effectively nullifying our credit. It appears that in this 3rd version of the accounting, we neither paid for the crane, nor received the credit for the circuit.  Why did you nullify our 220 V circuit credit?
  
  The lates receipt we received from you shows we did in fact pay for the crane, as mentioned above, and that the credit for the circuit, when applied, shows an overpayment of $1,682.75. Interestingly, this number is quite close to the $1683.05 that is represented as paid by us via check, which as you know, is not accurate.  We paid in two checks, #**** for $8000 and #**** for $8458.81, per our signed comfort proposal. 
  

  Please settle this issue by acknowledging we have paid for the crane and issue a check to us for the overpayment we are due in the amount of $1,682.75.
  
  Regards,
  
  ****** *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer response

  07/18/2023

  Good morning BBB,
   
  I would like the e-mail below and attached invoice, received this morning from Wagner Mechanical, to be included in the the complaint (********) file.  Wagner Mechanical knows this complaint is in process and has not been resolved and is choosing to send invoices with "past due" status for unknown reasons.
   
  Please ask them to cease and desist until this complaint is resolved.
   
  Thank you,
   
  ****** * ********* *****

   

  ---------- Original Message ----------
  From: "Wagner Mechanical Inc." <*******************************>
  To: ******************
  Date: 07/17/2023 9:31 AM MDT
  Subject: Your Wagner Mechanical Project Invoice/ BALANCE PAST DUE
   
   
  ****** *****,
  We appreciate you choosing Wagner Mechanical today! Attached is your invoice for the project we took care of at *** ***** ***** ********* ** ***** *** . If you should have any questions or concerns please contact us at ***** ********
  Thank you from the Wagner Team!

  Business response

  07/26/2023

  ****** *****, 

  I have attached all of your invoices from the installation project of your new HVAC system. Here at Wagner we have to create different invoices for items within projects according to their department. Each installation we do comes with a project invoice. This project invoices is consists of individual invoices for the estimated work broken out per department. The attachment of the Electrical Install Invoice shows the electrical component of the install project with a subtotal of $1,987. The Install invoice shows the HVAC mechanical component of the install project along with any discounts with a subtotal of $13,713. The Project invoices shows these two invoices merged together to complete a project which equals a subtotal of $ 15,700. This amount matches your Home Comfort Agreement Subtotal of $ 15,700. You will also notice the exact line items showing on each individual invoice, also shows on the project invoice. The comfort advisor incorrectly totaled the balance due on the Home Comfort Update Agreement. The signed contract you agreed to has a subtotal of $15,700 + tax of $ 1,216.75 = Total $ 16,916.75. You paid a deposit of $8000 by check leaving your balance $8,916.75. 

  Customer response

  08/03/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Hello,
  
  We do not agree that owe further money to Wagner.  Nothing Wagner has provided has explained or changed our understanding of what happened. We have already attached all documentation to our original request for resolution through the BBB.
  
  
  We signed the comfort proposal which was already revised to include a $425 cost of a crane, and we paid in full in good faith, based upon that comfort proposal specified payments a $8000 deposit and a balance of $8458.81. Wagner had to return the same week of installation to correct the condensate relief pipe and cap an open electrical line on the roof.  After those repairs, which were covered under warranty, *** called to say we owed an additional $500 for the crane.  We then called and asked for a receipt for the project, and received a receipt from Wagner showing clearly we already paid for the crane, and in fact overpaid by $1683.05.
  
  Please note that unfortunately, to date Wagner has still not completed the work outlined in the signed comfort proposal, which states that Wagner will “pull all permits and city inspections”. No inspections have occurred.  Since no inspections had been scheduled, we had to call Wagner on 7/21/23, four weeks after the installation, to request the promised inspections. Those inspections were scheduled for Monday, 7/31/23, but no inspectors showed up.  We called Wagner that Monday at 2 pm, 4 pm and 4:45 pm to find out what happened to the inspectors, and to reschedule the inspection.  Each time we were told someone would call us back with information about why no inspectors showed up and to reschedule the inspection. To date no one has called us back, and no further inspection date has been arranged by Wagner.
  
  Additionally, at no point in this complaint process has Wagner’s addressed the Wagner receipt #********* dated 6/22/23. This receipt shows that we not only paid in full including the crane, but are owed a refund on our overpayment of $1,683.05.
  
  In regard to the current Wagner response dated 7/31/23, it represents an incorrect amount of tax on the signed comfort proposal.  The tax on the actual proposal is $1183.81, not the $1216.75 misrepresented in your latest response.  
  
  At this point, we are at an impasse.  We still believe we have paid in full, and that Wagner still needs to facilitate the inspections of their work to comply with the signed comfort proposal. 
  
  We are willing to drop our request for the return of our apparent $1,683.05 overpayment if Wagner’s is willing to drop the claim that we owe an additional $457.94.  We would need a signed agreement to this effect.
  
  If that solution is not agreeable, we are requesting that the BBB assist with third party mediation of this dispute.
  
  Thank you,
  ****** *** ********* ***** 
  
  
  

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  08/08/2023

  Mr. customer Wagner Mechanical will agree to waive the balance on the project for $457.94 for the miss communication that has occurred in regards to the invoices that were sent to you. Please be advised the attached project invoice is correct and current. We will apply a customer satisfaction adjustment to bring your balance from $457.94 to $0. We will then send you an updated project invoice reflecting the balance. I will also make sure our team reaches back out to you regarding rescheduling the inspection. 

  Customer response

  08/11/2023

  [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 made by the business in reference to complaint ID ******** which reads as follows...

  Mr. customer Wagner Mechanical will agree to waive the balance on the project for $457.94 for the miss communication that has occurred in regards to the invoices that were sent to you. Please be advised the attached project invoice is correct and current. We will apply a customer satisfaction adjustment to bring your balance from $457.94 to $0. We will then send you an updated project invoice reflecting the balance. I will also make sure our team reaches back out to you regarding rescheduling the inspection. 

  and find that this resolution is satisfactory to me.  

  In the event the business does not own up to their agreement above I will refile this complaint and request 3rd party mediation as the next step toward resolution.

  Regards,
  
  ****** *****

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2022 I entered into a contract with Wagner Mechanical to replace my swamp cooler and gas furnace with a multi head heat pump solution. The contract was entered with a no-lemon guarantee, a 100% satisfaction guarantee, and a full code compliance guarantee. During the installation process, they damaged the ceiling in my bedroom and broke bricks on my house. The main compressor unit had to be refurbished before it would even turn on; I purchased a new system. They removed my swamp cooler and heater before vetting the new system was functional. After they got the main compressor working, the head units did not function properly. They replaced the primary head unit and it still did not work properly. In order to get the main head unit function, I had to place multiple calls, emails, text messages, and web chat messages over a period of months. After 3 months of no climate control, and a deeply painful winter, they finally found out they installed the main head unit wrong (they crossed the wires), this was in Feb '23. At that time, the plan of action was to replace the main head unit control board because it was still malfunctioning, and once they replace that, they would troubleshoot and repair the 3 remaining head units that still were not functioning. They have still not replaced the control board, they still have not repaired the 3 malfunctioning head units, nor have they had the system code inspected (which i assume will fail since it does not work). I have made repeated attempts to contact them to complete the work and all requests have been for naught. 4 months later, they refuse to return phone calls or complete the work. My family, having already suffered a frigid winter is now suffering a boiling summer. I have requested removal of this lemon system, as well as compensation for the system they removed prematurely, the damages to my house, and extra expenses incurred to mitigate their failure to install a functional and safe system.

  Business response

  07/10/2023

  Wagner has agreed to refund with the removal of the system in question. Wagner is waiting on customer to respond to email sent to customer. to move forward.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I responded to an mailer sent by Wagner for a visual inspection of my home plumbing system for a reduced costs of $69. When I called to make an appointment, I explained by situation of clogged or slow flowing shower. When the plumber arrived, he explained that the visual inspection is only of the sewer and the shower would not be included and that he would have to charge me the full hourly rate of $130/hr to snake out shower. He opened shower drain and realized it was a small drain insert that was causing clog within five minutes and never used the snake. Rather than charging me the agreed upon price of $69, Wagner charged me $130 plus tax for 12 minutes of the plumber's time spent at my house. The mailer sent by Wagner is misleading, mispresents the service advertised and is fraudulent.

  Business response

  06/19/2023

  The advertisement that was received was for a promotion to complete a sewer camera inspection at a discounted rate of $69 plus tax. The homeowner called in dealing with a clogged shower drain. The camera inspection of the sewer drains would not resolve that immediate issue. The technician then proceeded with a normal drain cleaning to clear the clog from the shower drain. Our standard drain cleaning fee is $130 plus tax per drain. Since the technician did not have to use his snake to clear the clog in the shower drain we would like to reduce the service price from $130 plus tax for a standard drain cleaning, to our standard service fee at $89 plus tax. We apologize for any inconvenience and confusion caused by our mailed promotion. 

  Customer response

  06/21/2023

  Complaint: ********
  
  I am rejecting this response because: I agreed to the advertised price of $69.  I specifically advised Wagner when I called to make the appointment that it was a shower clog and should have been told by Wagner at that time that the camera inspection would not apply to shower clog.  It is their responsibility to provide customers with this information.  I was deceived by the advertisement and should be refunded the difference between the $143.60 that I paid under protest and the $69 that was advertised.
  
  
  
  Regards,
  
  ***** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  06/21/2023

  Wagner Mechanical will discount the service from $133.27  for the drain cleaning to $69 for the camera inspection promotion that was received. Keep in mind that these are two separate types of services and the camera inspection was not complete during this visit. The refund of the difference will be processed via check and will be mailed to the service address we have on file. 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today I had Wagner’s plumbing and heating out for the third time in less than a month My HVAC was intermittently not heating. They diagnosed a dirty flame sensor that was clearly visible. It took five minutes or less to clean. I was charged for another service call. A repair charge was added for a total of $295. Now I have been charged three service calls and one repair charge for a total very near to $500. I was told the service manager would call me at 2 pm today. No call was received. **** the first tech was condescending and clearly incompetent. He spent more time making me feel like an idiot than he did working on my HVAC. My credit card was charged 3 times. I have not received any billing invoices.

  Business response

  03/06/2023

  Contacted homeowner today and talked and both parties came to agreement and have sent homeowner a refund on his **** card.

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