ComplaintsforMagnolia Plumbing, Heating & Cooling

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In mid-october 2022, Magnolia Plumbing came to our home because our sewer line was blocked. They tried snaking the line and hit an obstruction about 20 feet from our basement toilet, the best access point. Their camera could also not get past the obstruction. They told us they would have to dig up the line from the toilet to the obstruction, jackhammering 20 feet of concrete slab, for a cost of $15,000. We signed a contract for them to do that on Oct 24th, 2022.After replacing the line to the obstruction, they put their camera down the rest of the line to the street. I saw the images, which were black and white, very grainy and hard to read. They told me that the line to the street was severely corroded, missing much of the bottom portion of the cast iron pipe in several places and leaking sewage into our yard. They said it needed to be replaced at an additional cost of $25,000.We decided to get a second opinion. Another company put a camera down our line, and we saw a much higher quality image - high def and color. The sewer line looked quite good. They saw no holes. They said it was in surprisingly good shape for its age.They also indicated the work Magnolia did was unnecessarily destructive of our concrete slab and floor. They said a single hole could have been dug to clear the obstruction and assess the system.They recommended finishing the work in the basement and continuing replacing the old cast iron under the slab since it was now 70% replaced. They could achieve that by digging smaller holes and sliding pipe in, thereby preserving more of our slab. They recommended leaving the exterior line since it was in pretty good shape, and only adding a cleanout just outside the house. We hired them to finish the job.In the process they filled in the slab covering the work Magnolia did. According the our contract, we still owe Magnolia $5937.00. We have not, and do not intend to pay them.

  

  Business response

  12/19/2022

  My understanding is that we are reaching out to the client in attempts to come up with an amicable solution. 

  

  Business response

  12/23/2022

  what are you asking for on the summitted complaint? There is no detail. Just a written contract

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last month I called Magnolia Plumbing (*** ************NE, Washington, DC *****) to ask for a quote on replacing 2 steam radiators. The tech said he would need to reach out to their supply company, but he had to charge me $49 to do the quote. I realize they are the type of company that like to fleece a bit before they actually do anything, they installed the boiler and did a decent job. So, I said ok. Several weeks went by and I heard nothing. I emailed the tech and he said he was still waiting to hear from the supply house. I waited another couple of weeks and emailed again saying I wanted this resolved by close of business on Monday 12/5. Nothing happened. I called on Friday 12/9 and left a message. Finally a "supervisor" called to say sorry he dropped the ball on this. He said they had decided, at some point, to not take the job and just never contacted me. I said I wanted my $49 dollars back. I was told the $49 was not for the proposal but rather just to have a tech come out. Now, I realize this company likes to fleece as much from people as possible but come on. This is ridiculous!

  

  Business response

  12/19/2022

  I have spoken to department manager *******************************. She will have a refund for $49.00 processed. I apologize for any lack of communication on our part. Thank you

  Customer response

  01/11/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: Jerry Foust <******@*****.com>
  Date: Tue, Jan 10, 2023 at 4:26 PM
  Subject: Complaint #********
  To: <*******@mybbb.org>
  
  Hello *** ******,
  I am responding to you to note that although you closed the complaint the matter has not been resolved.  I see that there is a response from Magnolia Plumbing on December 19, 2022 that they were going to refund the money.  However, as of today, January 10, 2023 they have not refunded the money.
  
  Thank you for your time.

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

  

  Business response

  01/12/2023

  You should a reimbursement within 7-10 days 

  Customer response

  02/16/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ***** ***** <******@*****.com>
  Date: Wed, Feb 15, 2023 at 6:20 PM
  Subject: Re: Complaint #********
  To: <*******@mybbb.org>
  

  Hello *** ******,
  
  I am responding to inquire why this has not been resolved.  I have attached a pdf of the response from the company saying they will send a reimbursement in 7 - 10 days.  It was dated January 12, 2023.  It is now 24 days later and no reimbursement from Magnolia Plumbing.  They are a horrible company and the Better Business Bureau should take it seriously.
  
  Thank you for your time.

  Regards,
  
  ***** ***** 

  

  Business response

  02/16/2023

  My understading is that our assistant CFO missed the reimbursement and it has been done and she reached out to the client directly to inform him

  Customer response

  03/15/2023

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****  
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Magnolia Plumbing provided me with a new water heater on 7-3-15. I paid a total of $1,783.00 for it. I assumed that they were a reputable company and that they followed the law. I found out yesterday that a permit was required to be pulled for the water heater when it was installed according to the law; and I also found out today by checking with the County and the Company that no permit was pulled. Further I found out yesterday that the work was not done according to code and that there are possible carbon monoxide leaks.

  

  Business response

  08/31/2022

  We are reviewing the work order. Rebecca F********* our field supervisor will reach back out to you again. If we missed the inspection we will have it inspected by the local jurisdiction. She will also make an onsite visit to review any possible deficiencies. The heater has been in use for 7 years. We will not be giving a refund. 

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were having issues with our HVAC system not draining properly. The unit would shut down with water overflowing into the drip pan, and we had to drain it through the secondary drain. We had Mangolia come out to assess the problem. The tech that came performed only a visual inspection, without even opening the unit to see the coil or internal parts. They determined there was a clog in our drain line. I mentioned that there was a condensate pump, and asked if the problem could be related to that? The tech mentioned that it was possible, and called tech support for our system to confirm. They confirmed it was the condensate pump that needed to be replaced with tech support, but since it was after 5pm they weren't able to connect with the supply vendor to order the part. We were charged $109 for the diagnostic visit and the tech said he'd be in contact with us once he was able to order the parts. After a week, we hadn't heard from the tech, which was unusual. I reached out to Magnolia to get a status update. The tech finally called me back after over a week, and I was told the parts were not in stock and they did not know when they would be. About a week later, the tech called again and said the parts had been delivered. I was not sent any documentation to indicate what the charges would be as I had been in the past prior to the tech replacing the part. The tech arrived with an assistant and replaced the parts. They waited for about an hour afterward, and things seemed to be working. We were charged $425, but did not know that until it was time to pay. I did not sign the invoice, the tech did, making a line with his finger. Upon reviewing the invoice, there were odd charges that we had never been charged before (warranty lookup?). About an hour after the tech left, the same problem came back. The issue was not resolved. We inquired about a refund and were told they would not refund us, and to fix the ongoing problem we would have to incur additional charges.

  

  Business response

  11/29/2021

  We are more than willing to come out and ensure that the part we installed is working properly. If there is a problem related to our work we will warranty our labor and parts. If there is another problem related to the unit we will diagnose and offer pricing to repair. Tell us why here...

  Customer response

  12/22/2021

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  We were told in writing that we would be charged to have another tech come out. The problem is also not currently replicable because of the season change - the AC is not running and the air is not humid.
  
  Regards,
  
  *************************
  

  

  Business response

  01/14/2022

  If the part we installed is not working we will warranty the part and labor. If you have an additional problem we will present pricing and options for repair. 

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Plumbing problems associated with hot water heater: multiple visits to add parts and conduct maintenance requested to knock hole in wall because technician believed pipe was clouted the result was hot water heater still doesn't work Purchased regular hot water heater to remain open for business in Maryland. I should not pay $1900.00 more dollars or my business name should not be sent to a collection agency I paid $1195.00 for hot water heater to be repaired.-

  

  Business response

  10/27/2021

  This was the response directly from our field manager based on his communication with the client. After reading this it will be necessary to let the the health department and regulatory jurisdiction know that there has been a new water heather installed that does not meet code and could be a threat to the public. 

  We have been out to this location several times to resolve the issues with this heater.  However,  while we were waiting on parts to come in the customer had someone else install a residential gas water heater in front of the one we need to work on and have taken the gas line from heater we are working on and used it for the heater they installed.  I setup several trips for myself to go out after the techs had been out due to ***. ******* complaining about the techs not fixing the heater.  After confirming times and dates on 2 occasions  ******************* didn't show up.  On the 3rd attempt ******************* did show up but refused to let me work on the heater because the restaurant was open, even though I had told her over the phone we would need to shut down the heater when onsite.  Tech support for this heater advised we needed to remove part of the flue that is not accessible without cutting a hole in the wall behind it to access.  When I spoke with ******************* about this she advised that she would have an access cut.  At this point ******************* stopped answering my calls.  Prior to this I had advised ******************* that I would review all billing once we got to the root of the issue this heater is having.  I did remove all time and material that we had except the last trip where tech support advised us to check the flue piping.  Margaret and I both tried to work this billing out but I do believe ******************* also stopped responding to Margaret as well.  To get this resolved I even asked ***.  ******* for a day and time even if it was in the middle of the night that we could come out so that it didn't disrupt her business.

  Customer response

  01/04/2022

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ******** <********@***.com>
  Date: Thu, Dec 23, 2021 at 7:17 PM
  Subject: response from ***** ******* ****** and ******* *******, complaint ********
  To: *******@mybbb.org <*******@mybbb.org>
  
  Dear *** ******,

  I left a message for the manager that I called in response to their last response.
  I have not heard from the manager yet. I am going to pursuit this complaint and continue to ask for intervention from BBB to help me resolve this situation.
  Thank you,
  ***** *******
  owner
  ****** *** ******* *******
  **** ********* ****
  Suitland Maryland *****

  Regards,

  ***** *******

  

  Business response

  01/04/2022

  Our Service Manager Ron W******** and general manager Deidra O** has called to no avail. We unfortunately were forced to file legal action because of the lack of response. 

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My HVAC was installed on 4/13 and needs to be inspected by the city to be fully legal. I paid the business in full and part of the service was they were to set up and ensure the unit passes inspection. It has now been over 5 months and they have yet to schedule the inspection. I have called and emailed multiple times over the past 5 months requesting for it to be scheduled but have not been able to get them to follow through.

  

  Business response

  09/29/2021

  My understanding is the inspection has been scheduled. Thank you 

*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. ↩