ComplaintsforMaster Plumbing, Heating & Cooling

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/14/22 I called master plumbing and heating to replace my hot water heater because it was leaking they sent **** over who gave me an estimate of $932 to replace the hot water heater **** had me sign the invoice on his tablet he then left to go to ********** to pick up the hot water heater that was going to be used to replace my existing one and I got a phone call from **** saying that I needed to come to ********** and pay the $600 to pay for the hot water heater I was a little confused by this since I was under the impression that that was included in the price that he gave me that was going to be cost to fix it or replace it I sent my dad with the $600 cash to ********** to pay for the hot water heater **** came back with someone else that he picked up at ********** to help him here at the house when they were done with the job I was still billed $932 **** did not present me with the **** the other co-worker did. I called on Monday wanted to question the charges because if I purchased the ** heater and this customer supplied equipment why was I still build $932. On 01/17 I called and ****** answer the phone and told me that I needed to talk to **** and when **** called me he's told me he billed me $142 for making a phone call to the manufacturer and he also billed me $89 for the 5-mile trip to ********** and then the $610 was for the warranty replacement hot water heater. My question was if I went and paid for it why am I still paying you $932 because I just purchase this hot water heater out of my own pocket he didn't give me an answer for that and so I called back to the office and ask to speak to a supervisor or manager ****** told me she was the office manager and that she would have John's supervisor **** call me when he got back off of vacation on 01/29 as of today I have not heard anything from anyone at master plumbing and heating I am requesting a refund a part of my $932. I should have paid for Labor only since I paid for the ** heater.

  

  Business response

  02/16/2022

  This customers complaint should be with ********** & the water heater manufacturer. Our technician only charged her for the labor. The additional $600 she if referring to is from **********/Richmond because they would not warranty the water heater at the original cost. Master Plumbing did not charge her any more than what we quoted. Her water heater is a power vent which is a significantly more expensive type of water heater. The water heater was under warranty but only a portion of it was covered by the manufacturer. When the technician went to pick up the water heater, he was informed that the customer would have to pay the difference because the warranty was prorated. The technician called the customer & informed her of this. She agreed to come and pay the difference for her warranty water heater through **********. Any prorated charges for the water heater are between the customer & **********. 

  We provided the customer with an option for us to supply a new power vent water heater for $2742. She chose to go with the warranty. Our labor total was $932 and that was the original quoted amount. None of the $932 was for the water heater. I have broken down our charges below:

   

  DIA 004 - Diagnostics. Our technician was on with technicial support in order to get the water heater warrantied. This is technician time. 

  MC ****** - This is the labor & materials charge for the water heater installation. 

  WTR 031 - This is the charge for removal of the old water heater

  DIA 001 - This charge is for the technicians time to go to ********** to pick up the warranty water heater. 

   

  None of the above charges are for the water heater itself. As stated, had we provided a water heater, the total would have been $2742 installed. **** has spoken to the customer to explain these charges. ****, the Service Manager, has also tried to reach her by phone with no response.

   

  Thanks, 

   

  ******

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attached a document with the details of our complaint, including specifics on the desired resolution.Essentially, we hired and paid Master Plumbing to complete several plumbing jobs in our home. One was not completed (a loose tub faucet). My husband contacted them to complain that work was not done and they advised another plumber would have to come out to check it. I have significant medical concerns that I am not comfortable with another one of their plumbers coming into our home based on the behavior of one of the employees who was already in our home. We simply wanted a price adjustment. I suggested a video call for them to verify that the work was not done, as their website indicates they provide virtual estimates, and they said they don't do video calls, that it has to be another plumber coming in. We do not want another one of their employees traipsing through our house with currently increasing Covid numbers in our community based on their other employee's behavior, since we advised them multiple times that we have specific health concerns.I've attached multiple supporting documents (emails, invoice, screenshot, photo, statement).

  

  Business response

  02/16/2022

  Our service manager, ****, has spoken with the customer to resolve this issue. She is demanding a refund and after **** reviewed everything, he is agreeable to issue some form of a refund but she is unresponsive. **** needs to speak with her so we can be sure that the refund amount is agreeable to both parties. Once we receive a response from her, we can close this complaint as satisfied & the text of the complaint will be redacted. 

   

  Thanks, 

   

  ******

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