East Coast Mechanical

Lynn M.

I have had an ECM home warranty contact for many years. In March or 2023 I gave ECM five stars. However, since that time their service has gone from five stars to one. I should say their non-service. They showed a total disregard for customer service. In summary, 1.refusal to install bathroom vanity faucet 2. Unreasonable long delay in snaking drain, despite fact that at that time their website stated plumbing emergencies fixed within two hours. 3. Lack of sufficient hot water to shower faucet, claimed the hot water line was too long even though we have been getting hot water to that shower for over 20 years and no lines had been changed. 4. Refusal to fix leak in hot water heater supply lines. Reason I have shutoff valves on intake and out flow lines. Below is more details on each situation On the last four service calls I was told that they could not """"fix"""" the problem. I can understand the first call to install a bathroom faucet that I did not purchase from ECM, even though they are a repair service not a sales service. However, the last three visits cannot be accepted. In July I called on a Thursday because sewage was backing into my bathroom. Their plumber came on Friday and said the drain had to be snaked and he would get back on Saturday. I called Saturday to schedule someone to snake the drain only to be told that someone could not do this until Monday or Tuesday When I mentioned that their website, at that time, clearly stated a plumbing emergency would be resolved within two hours and further on that snaking a drain within 24 hours. Their representative stated there was nothing he could do and I responded that ECM was engaging in deceptive advertising. It was then that I decided not to renew when the current contract expired. The third event was ridiculous. I called because the guest bathroom shower did not get hot water. The plumber came and said the reason we did not get hot water was the fact that the shower was too far from the water heater; even though the master bath was even farther from the heater and got hot water His response was the water line makes a loop around the house.. How dumb did he think I was. A totally bogus remark since I have lived in this house for 21 years and this problem just started to occur. I guess he wanted me to believe that """"water lines grow over time."""" The fourth event was the straw that broke the proverbial camel's back. I received an email from ECM wanting me to renew the contract and even offered a discount code. Despite my better judgement I called on a Wednesday and Sasha did a good job of convincing me to renew. So, I renewed despite the fact that not only did I not get the discount, but ECM charged me a two month late fee! On Saturday I called to fix a leak on the supply lines to my water heater. The Plumber took one look and said I am not doing this. Why I asked and he said it is a tankless water heater, to which I said, """"but there is nothing wrong with the heater you do not even have to touch it."""" His reply was there are shut off valves on the copper lines to the heater. Now what supply line does not have shut off valves? He then said he would take a picture and send it to his supervisor for an opinion. I said tell him that if ECM does not cover this job I will cancel. His reply """"We don't care. We're a big company."""" Such a reply typifies the total lack of respect for customers displayed by more than one ECM employee during my tenure with their company. When I called on March 26 to cancel Sasha said that I should speak with a supervisor to explain what happened and transferred my call only to get a recorded message that no one was available to take my call. I left a message explaining the reason for my call and left my name and phone number. Again, only to be completely ignored by ECM without the courtesy of a return phone call. I called a second time and spoke with a supervisor who told me he would call me back later in the day and gave me his name and extension number. Not hearing from him I called the next day and left my message a second time. Later I got a call from Sasha, who I had been communicating with, and the first thing she said was """"Why are you bothering my boss!"""" Since when was a phone call from customer a """"bother"""". Perhaps only at ECM. Ths. incident again reaffirms my experiencing ECM's total disrespect of customers, and thus my cancelling any further involvement with the company. When I finally got accredit for my annual premium they charged me for four months of service even though for two months I was in cancellation mode and the fourth month was the month they took to acknowledge my cancellation. Buyers be aware my recommendation is to stay as far away from ECM as possible.

Quy M.

Review of East Coast Mechanical Air Conditioner Company I purchased a brand new top of the line with all the bells and whistles LENNOX AIR CONDITIONER on June /26/2015 The total cost was cost to 10,000 dollars Included in the sale price was a contract with Lennox Signature 10- year extended labor completer care insurance Then began my trouble with E C M and Lennox I at the first annual tune up was told that the uv light that I purchased was broken and for about $890 I could get a replacement unit I suggested that perhaps the bulb had burned out """"no the bulb is pristine """"doesn't Lennox warranty the parts for a least one year? No the u v light is not part of the Warranty I said thanks but no thanks after much aggravating calls to Lennox and e c m a different repair man showed up with a brand new u v unit however he never installed it it seems that the original installation was not done correctly and all he had to do was reverse a switch and lo and behold the bulb lit up No charge extra More saga about the u v bulb a week after my next tune up I received call for e c m stating that the u v bulbs live expediency was over and for 80 dollars home visit and a 95 dollar bulb I will be back to working great I told the person who called me about the fact that the bulb is in use less than one year because they f*ckd up in installing the light. By the way a neighbor told me that he bought the exact bulb from amazon for 20 bucks and it is a piece of cake to replace the bulb if I am sheepish, I could ask one of our engineer residence to show you how or at the next time for tune up; tip the worker and while he is inspecting and they will change the u v bulb Well I it was my only trouble with E C M and Lennox I would recommend them but now including the original evaporator coil , I had four evaporator coils replace in five years and it usually occurs during a heat spell in the four years that I on this lemon I have spent at least 4500 dollars in repairs, tune ups and parts and coolants And as every knows I am a totally handicapped 85 year old senior who cannot tolerate the heat and must have repairs done rapidly Despite many failures of the evaporator coils, amazingly , they do not stock them and it takes a few days after as diagnosis is done to get one to install as far as the insurance , even though I told them I had the insurance and showed it to the technician , they NEVER called the insurance company for pre-approval In summary do not buy a Lennox from E C M

Meghan D.

I did not know I had problems with my AC but agreed to have ECM through Home Depot to have a AC Tech to do a tune up. The results were not good. I agreed to have Bill give me a estimate for new AC. Called many times, told the manager would call back, called again, manager did not call, Bill was there, his computer was down, would call back, never did. Due to mildew spores, I was afraid to turn on the ac, finally called ARC came the next day and completed the job much to my satisfaction. I did have a yearly contract with EMC which covered my AC, so much for that. I personally would never recommend them. Mary K

VirtuosoDave ..

The service was terrible. the repair man never did the job correctly and left the old filter in the system. he was in and out less then 10 mins. I called twice to have another tech sent out. And never received a call back

David S.

Would like to give this business NO stars! I have had an annual contract with ECM for 10+ years. I was very disappointed when I was told that they would be charging me $75 per service call because I had made 10 service calls during the year. First of all, this was because a technician had to be sent out multiple times for one repair because of misdiagnosis. Inspite of explaining this to the manager, who I had to call several times - would not answer my calls, she said they had no other choice and told me it was like going to a car insurance company. Secondly, a car is only one item that is insured while the yearly maintenance that ECM offers is on all appliances, a/c, plumbing and electrical. You should expect to be called at least 20 times during the year if you are covering all this. I asked to speak to the owner and was told that he does not talk to customers!!! I was shocked to see another customer review where the customer had the same complaint as me. I am sure there may be many more. There is no reward for customer loyalty at this company! Thirdly, I hired you because you said you would take care of any repairs that I would need to have done on all the items listed in the contract. That is the service you are offering to your customers and that is what you are getting paid for! Luckily, I found another company who charged me a lower price for the same contract and I am very happy with them.

Joey M.

Worst Home Warranty company in Florida. Rude employees. Signing a service contract just means they show up at the house. If you want anything fixed you have to pay extra. Its a scam. Stay away. My personal experience with them was the worst. I hope to save someone the money and aggravation and DONT SIGN UP WITH THEM!!

Bob M.

Just replaced our 20 year old air conditioning system. We purchased our new system from ECM, with whom we already had an appliance-coverage policy. The new unit was delivered and installed two days after we called. Work was done very professionally....they were thorough to the point of doing some touch-up painting on the new platform needed for the inside unit in the garage. Not a speck of debris was left when they finished.....very very satisfied with their work.

C C.

We have been with ECM for a few years. Probably 10 years. I can tell you for sure not to give them their business because their quality in customer service has significantly declined. We have an issue with our A/C and we have water pooling near the unit. I think the drainage is clogged. That's what the customer service reps said. We have water pooling continuously and when we called to make an appointment, we received an appointment for two days later with a 2-6pm window. Well, it's 2 days later and the customer service representative called us at 5:30pm and said he is running behind will be here after 6pm. It's past 7pm and no call from the technician when they will arrive. Nothing! The customer service is horrid. Especially for water pooling near an A/C unit. Imagine if there was a flooding of water. If you have a choice between ECM and another business. Don't pick ECM. I've been waiting at home since 2pm. And they call 1/2 hour before they come but if you don't pick up they cancel your appointment and their customer service closes at 5pm. So your screwed if you don't pick up. If they do call 1/2 hour before coming and it's 7:15pm right now then I guess the technician won't be coming until after 8pm. We left messages on their voicemail about them being more than an hour late, no response. Horrible customer service. I guess for ECM, a customer of 10+years is just a number.

Patty H.

Another East Coast Mechanical Terrible Experience July 8th 2024 my Lennox Signature 5 yr Old AC stopped cooling,the AC Fan Motor went.ECM took 3 days to come out only to agree with me and now I have to wait for the part in a 81 Degree Home which in Florida is an Emergency with 2 Handicapped Adult Seniors and a Wife recovering from Cancer Surgery.July 13th I get a call that they need $100 to process the 10 year warranty on the Lennox they Installed April 2019 at $8000 (my contract states No Deductible No CoPay) so Day 6 they call,want the $100 just to tell me """"its on Backorder and will take 5-7 working days to get the motor""""LIARS The Motors are in Naples and can be shipped Overnite as I purchased it from a Premier Lennox Dealer and was Installed 14 Hours after ECM Diagnosed it (2 Months after I paid them for a AC Tune Up)So They are NOT A PREMIER LENNOX DEALER and RAMIREZ former owner has NOT been in the Shop for over 2 weeks of this writing,$700 Contract and this is how you treat a 20 year Customer with 5 Contracts?""""let them suffer in the Heat of July""""Dont Buy a Lennox unless there a Premier Dealer which ECM is NOT! Plus,was told they wont warranty the New Motor for 90 Days?These MoFo's are losing Customers left and right thinking were Suckers,no ECM your the Sucker.

Jason S.

We have had them out twice for different issues with our home. They are quick, professional, and always nice and friendly. Their warranty plans are fare and they stand behind them. Great company as far as I'm concerned. Just wish they could throw this programmable thermostat in the garbage and install on I can operate.