Business ProfileforMattex Service Company, Inc.

To whom it may concern, On Sep. 26, our sub-pump stopped working and we called Mattex. They installed a new pump which had a smaller capacity than the one we had before without informing us. Before the installation, they talked to the insurance agent to get an approval for this installation. However, the new pump did not work, and it was raining that day and in the following days. We were lucky that our backup bump was working so our basement did not get flooded. Mattex technicians came back two more times that day and one more time the following day trying to fix the pump but failed. The last time, we learned that the new pump they installed was smaller than the one we had, we insist that they install a same-size pump as we had before. They did, and the problem solved. The larger pump worked. As a result, they charged us another $106.29. The insurance company refused to pay for that since Mattex originally told the insurance company we only need a smaller/cheaper pump. We feel that we should not be liable for the additional $106.29 charge because 1) we were not informed that they were going to install a smaller pump, 2) their technician made a wrong professional judgement on the size of pump we need and therefore provided wrong information to the insurance company. I called Mattex multiple times and spoke to their manager, and asked them to refund us the $106.29. But they refused and told me that I should appreciate the fact that they did not charge us every time they sent a new technician to our house. I was simply astonished by the answer. Therefore, I am asking BBB to intervene and ask them to refund us the money. Thank you for consideration and happy holidays. *****