ComplaintsforServiceMaster Plumbing Services

• Initial Complaint

  09/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an error alarm on a new tankless water Heater ******** Signature series. I had to get a technician out to look at the unit, and ******** sent me the information for Service Master. I contacted them and the tech came out to look at the unit, it couldn't be fixed and we had to reschedule for the unit to be replaced. I called and scheduled this, but never once was I informed of fees or hourly charges for this, I was told the unit was still under manufacturer warranty and ******** gave me a reference number for the warranty. The tech came, and the unit had to be replaced, he got a renewal code for ***** and went and changed the unit out. Once work was completed, I was then told I had a $575 charge for the work. I asked him to call and ask why I was being charged, which he did and his manager noted that listening to the recorded calls for scheduling, there was never any mention of charge or hourly rate. I asked them if there was any discount due to the error on their part, and they said not usually, and I said well please discuss and send me an invoice for me to pay. The tech relayed this and left. I never received an invoice, until I received a letter noting an unpaid invoice. I called and was told that the fee was now doubled to $1002.02, as they have put a lien on the invoice, even though in their communication that this balance would only be "if this goes forward with legal action". I was spoken to quite rudely as I was asking them the question and not of ********, I informed them that ******** wasn't charging me so the question was with them. I was told there is no discussion on charges and I had the new amount to pay in full in cash, to receive the release of the lien. I never received a contract or even a quote for services before the work was carried out, yet I am now made to feel that I am doing something wrong. I was told I had to pay in cash only.

  Business response

  10/21/2022

  Business Response /* (1000, 5, 2022/09/19) */ We were sent out to research a problem with a tankless water heater under warranty from the manufacturer. After diagnosing the issues with the water heater the manufacturer decided that the water heater needed to be replaced and gave us a purchase order to replace the water heater which included the cost of the water heater and $100 towards the labor to install it. We removed the water heater returned it to ****'s where the customer purchased the water heater and came back and installed the new water heater. When we completed the install we gave the customer an electronic invoice for the balance and the customer informed us that he was leaving for vacation to Ireland and did not have the money to pay the invoice And that we should bill him. Our on-site technician called the office and spoke to our accounts receivable manager and they both let him know that we did not offer payment terms and that this was COD and it needed to be paid or we would have to take action to protect the debt. He let my accounts receivable supervisor know that he was leaving for vacation and didn't have the money to pay the invoice so do what you have to do. We sent a notice to owner to his home Along with the letter letting him know that if this got to the next stage there would be significant legal fees to which He did not respond. Followed that up with a mechanics lien to which he responded. The contract that he signed with us stated that he would be responsible for all cost of collection. He spoke with my accounts receivable supervisor on Friday, September 16th and stated that he would be here to pay the invoice before the end of the day Friday. Our office instructed him that since this was a legal issue it needed to be certified funds or cash. He did not show up to make the payment so we will now begin foreclosure on his house which will just escalate the cost of paying this invoice even further. Please accept this as my response and close your file

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called for diagnostic water heater . When representative come to the side, he wasn't sure what its can be a problem. My expectation that the technician will give me a solid answer regarding issue since he is a representative. Representative changed control board which was unnecessary and next day this water heater alarming again. Company suggested to pay money again for coming and performing next diagnostic. This is unlawful.

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/05/02) */ Miss ******* called our office and advised us that she had a water heater that was under warranty from its manufacturer and that it had a defective part. She let us know that the manufacture was sending out a new control board and wanted us to come and install it. We gave her an approximate cost and our hourly rate and she agreed to have us come out and install the board. After installing the board we let her know that her water heater was installed outdoors in a carport and that this particular water heater has a moisture sensor on the bottom of it that if it gets damp will set off an audible alarm warning you that there's a leak . She called back saying that the water heater was alarming and wanted us to come back and we let her know that there would be a charge for coming back and she declined. We did not do any diagnostics on her water heater that was all done by her and tech support from the manufacturer all we were hired to do was simply install the part.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sir/Madam LIEN letter received on Dec.07,2021 from Service Master Plumbing LLC for a Service on Dec 01.2021 without providing any invoice, subjected to a Tankless water Heater (Rinnai SN# LM.CA-XXXXXX case# ********** (generated by house owner with water heater Manufacturer Rinnai customer support and informed to Service master Plumbing LLC for maintenance reference) ) and please refer to the following. 1) There was no initial signed contract between me and Service master Plumbing LLC. 2) Service appointment received over phone from Ms.Jennifer for time schedule on Dec01,between12:00 pm-2:00 pm and changed by them between 14:00pm to 16:00 PM but technician reached at 4:50 pm for tankless water heater gas leakage during operating. 3) Technician didn't have a proper gas tester to measure water heater exhaust emission gas ppm, and was not able to answer Technical support queries during service call with Rinnai service support, and Rinnai technical support requested to represent a technician familiar with the job and Job postponed for another day by the technician and left job site by an hour (16:50 until 17:50 ). 4) Next day morning during conversation over phone, concerned front office staff (Ms Jennifer ) required payment $237.50 for previous day job even though reason for gas leakage not found and without provided any Invoice or not Explained for excess amount of $62. 5) During my request to send Technician /Plumber who was familiar with fault rectification with proper testing equipment, to rectify gas leakage of my water heater and to use the water heater on extreme cold weather and I can pay service amount after gas leakage rectification as agreed rate , concerned staff informed that $375 required for emission gas test and without previous day payment they will not sent Technician and proceeding with LIEN process without clarification for Excess amount than informed rate of $175 for initial hour and $125 for excess hours ( if any) and HANGUP phone two times.

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/17) */ This customer contacted us with issues with his Rinnai Tankless water heater. His water heater is out of warranty for labor and the charges were to be COD. This was all explained to him up front and our hourly rate was quoted. All of our phone calls are recorded and he agreed to the pricing up front. We had an appointment with him for 12 to 2 pm. We called him as a courtesy to let him know we were running behind and would he like to reschedule or wait until 2 to 4 pm. He said no problem come when you can. The manufacturer requested a flue gas analysis which is a very specialized test and quite costly. This flue gas analyzer is very expensive and only our owner or our plumbing supervisor are trained on this very specialized equipment. We told him what the charges would be to have the supervisor come out and perform the requested test. He decided not to authorize the work so we asked to be paid for the trip from the previous day. He refused to pay for the services from the previous day so we placed a mechanics lien on his house. He came into our office with his neighbor as his spokesperson/attorney soon after he received the copy of the lien. We explained that we would be happy to discuss the matter with Mr. Binu but his neighbor was not involved and we would not engage him over this matter. This has now become a legal issue that we will settle. Consumer Response /* (3000, 7, 2021/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am Binu ******, contacted service master regarding the gas leak on my water heater. I asked them to give me a price for such problem if they are able to fix. They said they would come and check between 12 and 2 PM and after they rescheduled between 2 and 4 PM then still nobody showed up until close to 5 PM. Technician came and couldn't solve the problem which lead to his long phone conversations with his supervisor, Who calls himself number two. Also technician was not aware to explain the condition of the equipment like color of the flame for manufacturer Technical support queries too, and He said that he does not have the required equipment with them to check gas ppm, so they had to come back the next day. He did not even spend an hour on estimating basically and not provided any invoice to me or not informed about any overtime hours. But when I call them on next day morning to send a technician who is familiar with this type of equipment to find gas leakage issue, surprisingly it is informed from Service master regarding $237 bill for the previous day. Since we had a verbal agreement for $175 on the initial hour then $125 for the additional time spend if required once they fix the problem, I said just fix the problem then I will make the payment as it was agreed, when they refuse to continue if they don't get over-paid for doing nothing basically. At this point I didn't feel comfortable going with this company and I called some other company instead; whom showed up on time and fixed the problem right away, with the same type of tester those the service master technician used and nothing found on previous day. I have never agreed to pay for any unsolved problem but still I offered them a payment of $175 for being at my job less than one hour on DecXXXXXX, Not $237. Where I was told now my house was under the lien (unlawfully from Dec02 refer attached letter) in this short period of time without even provide an invoice after job completion and now I have to pay $649.83 with their so-called legal fees. They also said that it was not open to negotiation and they wouldn't except anything below. Long story short; none of this was an agreement between us. Therefore I am ready to settle this issue with $175 by respecting their efforts for an hour. Business Response /* (4000, 9, 2021/12/21) */ We offered to accept the 175.00 and mr binu said he would think about it. We explained that was not an option and that if he didn't pay by 5:00 the following day a lien would be placed and the legal fees would escalate. The deadline came and went and he only responded when he received a copy of the lien. Unfortunately the amount due is the amount due. We have already spent money to secure the debt. This is scheduled to go to our legal department January 3rd. At that point the amount due will increase exponentially. Please document your file that we have responded to the complaint and mr binu refused the resolution offered to him. As of January 3 we will begin foreclosure on his house. Consumer Response /* (4200, 11, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Totally disagree for below reply from Service Master On Dec 01 Technician left job site without gas leakage trouble shooting and not provided any invoice or not informed for overtime hours. On Dec 02, morning 08:15 AM, when I call Service Master to send a technician who is familiar with this type of equipment to find gas leakage issue, surprisingly it is informed from Service master regarding $237 bill for the previous day and they NOT offered to accept $175 and directly send LIEN letter dated Dec02 for amount $649.83 with their so-called legal fees., without any invoice. Please record the following for the issue 1)Technician not arrived on scheduled/ rescheduled time on Dec 01. 2)Overtime difference payment was not informed. 3)Technician not capable for trouble shoot and failed to explain equipment present status/communicate with Manufacturer technical support. 4)Invoice for amount $175 after job not provided. 5)Started LIEN process and send letter dated Dec 02 for amount $649.83 with their so-called legal fees instead of providing invoice.

*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. ↩