ComplaintsforMr. Mike's Plumbing

• Initial Complaint

  30/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr. Mike's Plumbing came to our house on April 11th to fix multiple leaks in our boiler room. He advised the work would take 3 hours and cost over $900. I reluctantly agreed to the scope of work and price, and when the work was then completed in less than 30 minutes I contested the price as it took a fraction of the time that was originally quoted. He agreed and we were charged $511 - when I received the invoice there was no breakdown of fees (i.e. cost of labour and parts). We then discovered that it was still leaking so we reached out to them again. The same technician arrived on April 30th and confirmed that he saw that the hose was leaking last time he was here but never repaired it but "couldn't remember why". They then quoted an additional $600 to repair the hose that was included in the original scope of work (April 11) and wasn't fixed. I disagreed and spoke with a manager who then told me that the hose wasn't leaking on April 11, even though the technician confirmed to me that it was. I advised him that the technician confirmed to me that the hose was leaking at the time of his original visit and then the technician and his manager got into a dispute on the phone in front of me. I also complained that I had not received an itemized receipt from the original visit, the manager said that they don't supply those breakdowns to customers. When asked what their hourly rate was, he advised that "they don't do things like that". They then refused to repair the original hose leak without an additional fee and left. Less than 20 minutes after the technician left I received an invoice for a dispatch fee - which should not be charged as the original leak was part of my original call and the technicians original diagnostics. They also provided a breakdown of the initial invoice, however it was the incorrect amount and still doesn't state their hourly rate.

  Business response

  03/05/2024

  This complaint is illegitimate.
  1. On April 11, we visited the clients home to repair leaks in her boiler room. Accurate.
  2. The client claims she agreed to a $900 repair, but then contested the fee when the repair only took 30 minutes and had the invoice amount reduced to $511. Inaccurate.
  - We have GPS data showing our technician was on site for 2 hours and 27 minutes. This does not include drive time, taking the technicians total time to more than 3 hours.
  - As a matter of policy, we offer all our clients multiple "worry-free" pricing options. This customer was provided multiple options for which we have records.
  - The client selected AND SIGNED OFF on the $511 option, knowing it was only a partial repair, again, for which we have records.
  3. The client claims the technician "couldn't remember why" the second leak wasn't repaired. Inaccurate.
  - Our technician provided options that showed exactly why the second leak was not repaired.
  4. We visited the client's home again on April 30. Accurate.
  5. The client claims our technician and manager "got into a dispute in front of her. Inaccurate.
  - Both our technician and service manager have a consistent recollection of the events surrounding this complaint.
  - The client became belligerent and verbally abused both our technician and service manager
  6. The client claims we quoted $600 on our second visit for repairs in the original scope of work. Inaccurate.
  - These repairs were not in the original scope of work as detailed in the options presented.
  - Our service manager offered the original $900 option without a second dispatch fee. The customer declined.
  7. The client claims we did not provide an itemized receipt.Accurate.
  - We offer flat-rate "worry-free" pricing to ensure our customers only pay the original quoted amount.
  8. The client claims she was charged a 2nd dispatch fee for our second visit. Accurate.
  This customer will not be issued a refund and we will not perform any services for her again in the future.
  

  Customer response

  07/05/2024

   
  Complaint: 21647768
  
  I am rejecting this response because:

  I am disappointed though not surprised that a company like Mr. ****** would try to make clients out to look dishonest. As much of the context of these messages can be debated and refuted as I was not under the assumption that I should be recording my in person conversations with them, let's just talk about the facts: 

  We hired Mr. ****** to fix multiple leaks on April 11th and when I paid the invoice for $511 I was told that all the leaks were repaired. As someone who does not have any knowledge on plumbing I had trusted them as "experts" to fix all leaks and stand behind their work. I've attached a photo that we took the day before they arrived to compete the work (time stamped April 10th) that clearly shows the black hose is broken and leaking - this is the portion of the leak that was left unrepaired. I've also attached an email that was sent on April 11th from Mr. ****** after they had left our property, it includes attached photos and a video from the technician. The photo clearly shows the damaged black hose and in the video he specifically points it out as leaking as well as you can see water running down it. 

  As for the time spent on our property, after diagnosis of the repairs - covered in the $69 dispatch fee - I was told that it would take 3 hours to complete the work. The actual repair took less than 30 minutes to complete which is why the technician agreed to reduce the originally quoted price. 

  Lastly, now that I have proven in both my own photo evidence as well as the technicians own photos and video that the black hose was leaking prior to their original visit and was left unrepaired, Mr. ****** wrongfully attempted to charge me a second fee to complete the original job and when I declined they proceeded to send an invoice for an additional dispatch fee which, per their own website, is not charged on a second visit to complete originally quoted work. 

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

  Customer response

  07/05/2024

  I've attached the original quote along with their revised quote - neither of which were shown to me in person prior to the work being completed, only emailed to me after the technician had left our property. The original quote states 10ft of hose and the revised states 5ft as he claimed the job required less  time and labour than he originally estimated. You can see in both invoices he declares "Re-pressurize the plumbing system, and test the new pipe/fittings to make sure that everything is working, and that nothing is leaking before you leave".

  Business response

  13/05/2024

  Please see attached files:

  1. Tracking ********** from two (2) applications showing when our technician started and ended this job. The times shown are subtly different as one is triggered by GPS data in the vehicle and the other is triggered by the technicians inputs.
  2. Options Presented Shows the options presented to the customer on our initial visit.
  3. Original Estimate Shows the customer signature on the $511.95 estimate.

  We confirm that the customer indicates the invoice states Re-pressurize the plumbing system, and test the new pipe/fittings to make sure that everything is working, and that nothing is leaking before you leave". The important clause in this statement is the new pipe/fittings. We did not test,repressurize, or ensure that nothing in her home was leaking, because that was not within the scope of the service.

  The customer claims that she did not see the quote before the work was completed; however, as the provided documentation shows, she not only saw the quote, but she also agreed to it by signing off on it. As a matter of policy, we do not start work until the customer has signed off.

  This client has paid the appropriate amount for the service she was provided. As shown in the photos she provided, the repair was completed. When she complained that multiple issues were not fixed, we offered her the opportunity to upgrade to one of the initial services she was offered without a second dispatch fee;however, she declined.

  Currently, the customers account is still in arrears for the second dispatch fee.

  As previously stated, due to this customers aggressive and belligerent behaviour, we will no longer offer her any services and will not offer her a full refund, as she has herself shown that the work was completed. 

  Customer response

  20/05/2024

   
  Complaint: 21647768
  
  I am rejecting this response because:

   

  As already iterated in my previous reply, the technician himself pointed out both leaks in the video from the initial visit. He left without repairing both as was requested and included in the $511 payment. 
  

  The job was not completed to the agreed upon scope, the quote was shown to me as a non-itemized invoice after the technician said he had completed the work. 

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

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 21, 2023 the following took place:Incident Summary:I engaged Mr. Mike's Plumbing to resolve a simple kitchen clog. What unfolded, however, was a series of unfortunate events that left me dismayed.Key Points of Concern:Property Damage: In the process of their work, the plumber accidentally broke a ceiling panel in my kitchen. Disturbingly, there was no apology or offer of compensation for the damage, reflecting a concerning disregard for customer property and satisfaction.Questionable Billing Practices: After over two hours of effort with no resolution to the clog, I was billed in excess of $300. When a further $300 was quoted to continue the work, I declined, deeming it unreasonable. Despite this, the initial fee was not only insisted upon but also forwarded to collections upon non-payment, an action that I found to be both aggressive and unjustified.Competitor Comparison: Subsequently, another local plumber fixed the issue for less than $100, indicating that the original clog was indeed a minor issue. This comparison only heightened my frustration and disappointment with Mr. Mike's Plumbing.

  Business response

  09/03/2024

  Dear Better Business Bureau and Concerned ******************************************** Plumbing, we prioritize integrity and transparency in our business operations. Addressing a recent dispute involving allegations from ******, we aim to provide clarity and resolution while maintaining our commitment to ethical conduct.
  The disagreement stemmed from services rendered to ******. Despite our professional advice on potential limitations due to existing infrastructure, ****** insisted on proceeding. Unfortunately, the outcome did not meet his expectations, leading to the dispute.
  We stress our dedication to clear communication, supported by audio recordings of relevant interactions with ******. This evidence contradicts the allegations and underscores our commitment to providing accurate information and professional guidance.
  Recognizing the gravity of the accusations, we have initiated legal proceedings to ensure a fair resolution. We remain confident in our adherence to professional standards and transparent communication.
  We extend an offer to ****** for an amicable resolution before legal escalation, aiming for fairness to all parties involved.
  We appreciate the Better Business Bureau's role and commit to providing necessary documentation and updates on the legal process.
  Thank you for your attention. We remain committed to honest, high-quality service and the principles of fairness and integrity.

  
  Sincerely,The Team at Mr. ****************** Plumbing

  Customer response

  11/03/2024

   
  Complaint: 21372367
  
  I am rejecting this response because:

  Instead of an amicable two-way genuine reach-out to me as Mr. **** had promised to do in their response to this BBB complaint, I received a one-sided threatening letter demanding that I withdraw my complaint with the BBB within 48 hours including my other genuine reviews of my experience that I've made as a consumer, or else... This is not the definition of amicable.

  It's worth noting that this letter was not typed in text but for some reason was an image inserted in the email.

  Please find attached the two pages attached in the format that I've received them in (.jpg image format and not textual). 

  Again, I'm open if they genuinely want to resolve this matter amicably.

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

  Business response

  13/03/2024

  Dear BBB,
  
  I hope this message finds you well. I am writing on behalf of Mr. ****************** Plumbing in connection with our ongoing issue with *************************, which has been previously reported to your organization.
  
  As part of our commitment to resolve this matter through the appropriate channels, we have compiled all relevant documents and have submitted these to our legal counsel to initiate legal proceedings against ****************
  
  We understand the importance of providing comprehensive information to facilitate a clear understanding of the situation. If the BBB requires submission of these documents to assist with your evaluation or for any other reason, please advise on the preferred method of submission.
  
  Furthermore, we wish to inquire if there is a specific format or any additional information required by the BBB for these documents. Our aim is to ensure full compliance with your processes and to provide all necessary evidence to support our case.
  
  We are committed to pursuing this matter legally to protect our business reputation and integrity. We appreciate the BBB's support and guidance in these types of disputes.
  
  As you could imagine legal proceedings take time ************************* will be served with in the coming weeks. 
  
  Please let us know the next steps and how we can further assist in this process.
  
  
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  Mr. ****************** Plumbing 

  Business response

  22/04/2024

  Here is the Cease and Desist letter sent to ******

• Initial Complaint

  27/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired them to fix the temperature regulation of one of my basement bedroom. There was no any other issue in my home. First visit was done on Dec 4th and the technician recommended to change the zone valve of that bedroom. We were charged $1049.85 for that visit. Technician was very confident about his work. He also mentioned that if this doesn't work, give us a call back and we will continue our diagnostic at no charge. But unfortunately the problem persists. We contacted Mr. ****************** again and they sent another technician to assess the situation. He was over confident and recommended to change all the zone valves, isolation valves, air separator, auto air maintainers, axiom pump, and wiring of complete boiler system although there was no issue with temperature regulation in rest of my house. He even did not bother to check the basement room before diagnosing the problem. He charged $295.04 for that visit and he did minor wiring set up. He quoted $5665.96 for recommended work. We agreed and trusted on his professional recommendation. On Jan 9th, he just changed zone valves and few pipes and did not change rest of the things, he quoted. On asking he said that they are in good condition and did not need to change. It was suspicious as there was difference in his words now. We contacted Mr ****************** and they sent their manager to assess the work and manager found that all the things were not changed and he assured that he will reconsider the invoice. But sadly nothing is done yet. Moreover the original problem was not resolved. Temperature of bedroom is very high and our tenants are very frustrated. We have sent multiple emails asking them to come and correct the problem but now they are asking more money to visit, dispatch fees and diagnose the problem. I have 2 issues. First, everything was not replaced as quoted and they sent the full invoice. Now they have altered the invoice with same amount. Second, our problem is not fixed for which we basically hired them.

  Business response

  06/02/2023

  I'm sorry to hear that you are unsatisfied with the situation, but as we have explained previously in person and over the phone we have completed all work that you agreed to pay for to date. See the ******** showing before and after, which don't show the extent of the work that was required as a lot of rewiring was needed. As was explained before we started work, with any job of this nature there is always a risk that new problems which weren't evident at the time we were on site can develop that aren't related to the work we have done so far which is what has happened in this instance. Due to the original installation of the boiler system you have being wrong (we believe there is a cross connection somewhere which is why the room which is over heating and the thermostat in it don't even connect to the same circuit) it's not possible to know that in advance. 
  We have utmost faith in the technician who did the extensive rewiring, disassembling, reassembling, cleaning, testing and repiping and do not believe there is anything he could have done for for see the new issue before hand, but to date we have spent a total of nearly 20 hours between all of our technicians on site working on the boiler, and have corrected every issue that we have quoted for so far which you have signed off on and agreed too. We do understand it's a frustrating situation to have further problems become apparent, but like when you take your car to a mechanic there isn't a way for them see that there is a problem with your headlights if they aren't able to turn on the car yet without fixing first the battery and carburator, which they know there is a problem with, which I feel is analogous to this situation. As discussed with you when ************** was on site however we do need to charge for further work, we also require that we get paid for the work we have done so far, as shown to you on site and through the photo's, which we feel is fair as you have agreed to do so previously

  Customer response

  22/03/2023

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

  The reason for rejection is that my basic problem is not resolved yet.  Our original problem to hire them was the high temperature in one bedroom of the basement. There was no other issue. We followed all their professional recommendations and paid around $7300 as of now and the problem is still not fixed. Now they are asking for more money to come and look.  My concern is why I spent such huge money for no reason. It was a failure of diagnosis by their technician. They just did a hit and trial method to fix the problem. It was their technician's job to diagnose the problem properly before spending my hard earned money. Still they are so rude and unprofessional that they are asking for more money. They don't care about customer satisfaction.  Even their technician did not change the many quoted items and I got charged for all those.I have video of the technician admitting that everything was not changed as per estimate.

  So our two main concerns:

  1. Original problem is not resolved and paid around $7300 for no reason.

  2. Many items were not changed as per estimate and I paid for unchanged parts.

  
  

  All of the above they are very rude and not willing to take responsibility. We keep sending the emails for the follow up but they are not responding. 

  
  

  On the last visit their technician closed one valve and said that the office will contact us for further steps. I haven't received any update and now the safety of my house is also on stake. 
  

  
  

  Please let me know if you need more information

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

  Business response

  22/03/2023

  We did multiple trips showing you we did our part you agreed many times, you asked for more detailed invoice so we did this we have the original and the new one you asked us to edit. We can also email you the original, the edited version and the recording of you asking us to edit the invoice which we did as per your request. 

  We understand your frustration with your heating system, but we have completed all of the work that we originally quoted you for, and we have no work left to complete for the amount that has been paid so far. As we have responded to your repeated emails in the past with an explanation of what is happening and what a needed further step would be, we ask you re-read our previous responses. There are further issues with your heating system but that is not due to our work and is because of the original install, and this wasn't possible to know until we completed the work that we did. 

  It’s like us changing your engine on your car we get your car running go to do road test and we find out your car isn’t charging, we couldn’t test that because the system wasn’t running correctly when we arrived. 
  
  BBB what can we provide you or what can we do. I do offer to go in front of judge to solve this. We have went to site talked to her she agreed we did our job she wants free work done we aren’t a company that does free work and we have done our part of the job correctly she simply has other issues with her boiler system.

  Customer response

  24/03/2023

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

  Our main problem was high temperature in one bedroom. We hired you for only this reason. You did multiple trips because you failed to properly diagnose and fix the problem. We paid for everything you asked for. You did not do any charity. 

  We did not ask you to edit the invoice. It was your technician who did not complete the quoted work and that’s why he changed the invoice and shamelessly charged for the whole money for little work.  I have video admitting your technician that all the things were not changed as per quote. 
  We are not frustrated with our heating system. Now you are frustrated because you have charged lot of money and your technician failed to diagnose the problem.  It was hit and trial method. It showed your lack of competency. 
  Your example is wrong. My case is like there was low tire pressure in one tire of car and you recommended to change the whole 4 tires although car is running properly. Your technician even did not bother to look the affected tire pressure. More over he did not change the all accessories and charged for works undone and you left my car unsafe on the road. 
  
  In the last visit your technician closed one valve putting whole house in risk and danger. Still I haven’t got any reply from your office regarding that issue. We sent you several emails regarding this issue. That valve is still closed.
  
  Now we also agree to sit in front of judge to solve the dispute. We want to expose your act of unprofessionalism to public. 
  
  Sincerely,
  
  ******* *****

*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. ↩