ComplaintsforMike Williams Plumbing Heating & A/C Inc.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had a monthly membership program with them since 2020 or 2021. In September 2023, I had my heating inspection scheduled, took time off work and no one showed up. I called and I wasn't on the schedule. I finally spoke to someone later that day and my appointment had been cancelled. They offered me a credit of one month of my membership fee. At the same time, I learned I was eligible for a rebate from my electric company because I updated my electric by this business. In October 2023, I spoke to ***** **** for the rebate form. I never heard back from *****, followed up with her on October 22, 2023 and never received my credit. On Oct. 31, Nov. 22 I followed up with her and never received the credit or return phone call. She responded to one of my emails but never responded to any subsequent emails. Finally at the end of Dec. 28, 2023, I spoke with **** **** and he was immediately able to give me info on my rebate but still never got any assistance with my refund. I called again on Jan. 26, 2024, I spoke to **** again and said he felt it was not necessary to respond to me because that was all he could do. I called again on Feb. 2, 2024, spoke to ***** who basically ghosted me and she still could not help me. I don't want to talk to ***** or ****, so I talked to ***** about the refund I was expecting and she asked did I fill out the form. I told her I never received a form from her. She agreed to increase the refund to 3 months, I filled out the form and I am a paying member. We agreed to get my refund and cancel my membership. I have been charged again for my membership with them. I called again today and asked to speak to someone in the accounting department and spoke with **** again. He and ***** are the only people I can talk with about this, they never explained why I never got my refund. The customer service rep keeps telling me this is all they can do. They have treated me like I'm crazy for asking to speak with a supervisor. I continue to not get my refund, continue to get charged for my membership and can't speak to anyone to get my refund. They never mentioned I needed to fill out a form. My electric provider needs this company's signature to process the rebate. I would like a refund and to cancel my service with them.

  Customer response

  04/03/2024

  Shortly after I filed my complaint with the BBB, I received a call from the accountant at Mike Williams.  (This was not in response to the complaint; this was in response to the call I made to Mike Williams earlier that day that caused me to file the complaint).  She told me that she cancelled the charge that was pending on my credit card for the March membership charge and would be crediting me for the February membership charge that I incurred after I requested to cancel my membership.  I monitored the activity on my credit card and never received a credit.  I was on vacation, and when I returned home, I found that I had a check in the mail for the amount of the February membership charge.  The check had a note on it that said "Sorry for the confusion."  It is not clear to me if the company thinks this provides resolution to the matter, but it does not.  I was offered a refund of $59.70 on 2/2/2024 due to the customer service issues I had been experiencing over the preceding months and I still have not received that.  I have attached the letter I sent to **** ***** on 2/2/2024.  I have also attached follow-up communication I sent her via email.  I received one brief response, but it did not resolve the situation and then she stopped responding to my emails, same as she did in the fall.  As you can see, the last email communication I had with **** was on 3/4/2024.  I followed up with a phone call on 3/20/2024 during which I was still unable to get assistance and that is why I filed my complaint with the BBB.  Today, I received a call from Mike Williams.  It was **** and she was calling to schedule the AC inspection that is part of the membership.  I told her I cancelled my membership.  She said she could not see that in the system and I would have to call the customer service line to confirm that.  While we were on the line, I also told her I had still not received the refund that she offered me on 2/2/2024, and again, she told me I would have to call the customer service line to follow up on that.  This did not make any sense to me because **** is the person I told that I wanted to cancel my membership and **** is the person who offered me the refund and **** has told me she is the head of the customer service department.  Every time I call the customer service line, I end up talking to her or **** ****, both of whom have not followed through on helping me resolve my issues, and I am always told there is no one else to talk to.

  Furthermore, today I learned that I do not qualify for a rebate offered by my electric provider because the AC unit that was installed at my house last July is only a 15 SEER unit despite the quote I signed in advance of installation stating they would be installing a 16 SEER unit.  I have attached this documentation as well (quote compared to the final registration certificate).  Mike Williams flat our LIED to me about the efficiency of the unit they installed in my home.  As a result, I believe they should be willing to offer me a partial refund of the price of the unit that was quoted to me since that is ultimately not what I received.  

  Business response

  06/03/2024

  I apologize for this. I can help resolve this issue for ***** *****. **** is no longer with the company and this has fallen through the cracks. Please have ***** ****n contact me directly on my cell phone ************. It looks like her membership is still active and our accounting person is out of the office today. I will have more info tomorrow and if ***** can call me I may be able to sift through and help sooner. I look forward to talking soon.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I want to cancel my contract and cease receiving service from Mike Williams. The cancellation requirements take advantage of the customer and are unethical. Over one week ago, I attempted to cancel over the phone and was told my contract was cancelled. But on September 17 I was charged again. When I called today to follow up, I was told cancellation over the phone were not allowed and that I would have to sent in something with an ink signature. So, effectively, I was lied to when I called to cancel the first time. And aside from that, being forced to write a written letter is a ridiculous requirement in today's world. I want a refund of the two $19.90 charges to my card from September 17, 2023, and my account closed.

  Business response

  10/05/2023

  We asked for a signature for contract cancellation for his service plan. The service representative was trying to let him know that he needed to send that in for cancellation. He hung up before we could give the mailing address or email address. He reached out via email then and our manager reached back out to him.

  His subscription has been cancelled. 

   

  Customer response

  10/11/2023

   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, since they have decided to cancel my subscription.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A new water heater was installed October 2022, about a week ago the pressure relief valve broke and started leaking water. Repairman was out this morning, acknowledged the relief valve was the issue and it was covered under warranty since it was less than a year old. After installation of new valve, I was presented with an invoice for $99 dollars, supposedly “warranty service”. If the water eater was under warranty why was there a charge?

  Business response

  10/05/2023

  The charge is a warranty paperwork processing fee that is charged by the supply house. Even though the parts are covered under warranty, there's a processing fee that is paid to the supply house. 

  Customer response

  10/05/2023

   I am rejecting this response because:
  Any fees regarding the provision of warranty work on a product recommended and installed by a company should be the responsibility of the company that recommended and installed the equipment. Charging $99.00 and saying it’s to cover cost of paperwork is really unacceptable. If the Mike Williams Plumbing company are unable to stand behind the equipment and installation services they perform then they should make that information known upfront. This would allow customers the ability to make the decision to continue prior to being blind sided and charged for warranty work on equipment recommended to the customer. 
  
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had gotten some work done for a plumbing issue and they told me about their VIP Plan. It sounded like a good idea so I signed up. I had to sign up for 6 months minimum. My first payment was made in Jan 2023. At the beginning of June, I thought the 6 months was up, so I called to get the plan stopped. I was then told, I could not cancel until after the July payment, which made no sense, but I wanted it cancelled. They then told me I had to send them in writing to cancel this. I thought this was crazy, so the person I spoke to said he could email me a form letter to sign. So I had him do this. When I got the letter, I was surprised by the wording, It was basically saying that I agreed that they had taken care of my issue and it also included what my refund would be. I didn't feel right signing this because they had done nothing yet, stating the account could not be cancelled until I signed this. I did sign it, but I wrote in the following statement - I am requesting to be removed from the VIP plan effective July 2023. I returned to **** ****, the person I was corresponding with. I emailed them a few days later and asked if everything was taken care of but did not hear anything back. So, imagine my surprise when I checked my credit card account and see a payment was taken for August. I contacted the company on August 21st and explained the issue. The receptionist said she would forward the message. I received a text from them asking for more information and then they told me that the person who would be working on this was out that day, but they could see it was being worked on. It seems to me that no one is working on this. I sent another text today to find out the status of this and they said they are still waiting on the cancellation letter. I asked who the letter was coming from, but they haven't responded back. I am not asking a lot, I want the plan cancelled and I want my $19.95 back that was just taken.

  Business response

  08/25/2023

  There is a 6-month minimum for the $19.90 contract because a discount was received when signing up for membership on the initial work being done at the end of December. January-July is the 6-month window of time. **** started in May and was very new, so he did send the wrong letter (Refund letter) but it wasn’t anything malicious and we were willing to accept the signature there to cancel. We notified customer on 2/9/23 that the credit card given was declined for payment for this plan for the February payment via text included in the attached images of the text conversation. February payment was never paid. The credit card was again declined in June for the payment and was never updated because she called to cancel in June as she stated and was told that she wasn’t eligible until July, but the June payment was never received either. We were only able to process transactions in the amount of the 6 months’ total payments as agreed upon. We did respond and even stated as soon as we did receive that letter we would cancel and investigate if a refund was owed. Since only 6 payments were received, no refund is owed. If she had sent us the cancellation letter via email as requested on 8/21 and again on 8/23 it would have been resolved immediately. In fact, yesterday we did locate the letter that was sent and the contract was cancelled as shown by the attachment with the cancel date. We were assisting her and actively responding to all questions posed. I hope this resolves this issue as that is all that we wanted and were working with the customer to fix. 

• Initial Complaint

  07/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last October 2022 we had a pipe in our basement start leaking. We have ******* **** *********. A portion of the service should have been paid for by *******; however, they were unable to distinguish the charged amount for the coverage we had. We made multiple attempts to work with Mike Williams Plumbing to resolve the issue and have a detailed explanation of charges. Without this information, we are completely unable to collect from our Home Warranty. They told us more than once they never detailed the information; which is unusual as we truly do not know what we paid for each service provided. Then there is a discount only if you sign up with their membership and pay for so many months. At the time they needed the money at time of service, so we signed up as we were not prepared for this repair as we have a Home Warranty. The tech was ****** which we are pleased by his work; however, that fact that they cannot break down the bill for us doesn't seem like good business because now we do not know if they took advantage of us. All we want is a break down of the services provided. I will upload the invoice. Thank you in advance to your assistance in resolving this issue. Thank you, ***** *** ***** *****

  Business response

  07/06/2023

   We will talk to the home warranty company on behalf of this customer to try to help them if that would resolve this.

   

  Business response

  07/06/2023

  We do not work for home warranty companies; we collect payment at the time of service from the homeowner which was explained to the customers at the time of booking the service. If they wanted to ensure it was completely paid for by their home warranty they could have contacted them prior to allowing us to begin work. We also do not itemize our pricing. We can provide upfront pricing prior to beginning work because our prices are all inclusive for parts, labor and warranty. We are not a parts and materials business, so we do not track them. We have a no surprises guarantee which states that the price will not change after we begin work because we give that upfront pricing. This means every customer pays the same for the same work even if it takes us longer than expected so they are not penalized. It is our business model. They chose the pricing prior to beginning the work and agreed upon it and we performed the work for them. This work was done 9 months ago as well so what they have on their options sheet is the same we would give them now. We also have told them this multiple times. We are sorry that the home warranty company wouldn’t cover our work, but we don’t work for home warranty companies, so I am not sure how that puts us at fault in this situation. 

  Customer response

  07/17/2023

  
  I have read the response from Mike Williams Plumbing Heating & A&C.  We are fully aware they do not work for ***** Warranty.  We were unaware our Home Warranty would require the itemized statement.  We were hopeful that Mike Williams Plumbing would understand the need for the itemization.  We did call and they told us they do not have time to itemize or don't normally do that.  At the time of service, we paid at time of service with the knowledge that ***** was unable to get assistance for a few more days.  I have difficulty believing they are so unwilling to assist with a simple need.  Has this complaint been closed?
  
  Thank you,
  
  ***** *** ***** ***** 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I CALLED MIKE WILLIAMS CO. OF BLOOMINGTON-NORMAL ON 6.28.23 TO FIX 2 LEAKY FAUCHETS IN MY HOME. THE RECEPTIONIST WAS KIND AND SAID SHE HAD AN OPEN TIME FOR A SERVICE TECHNICIAN THAT DAY TO COME TO SEE THE PROBLEM. AT NO TIME DID SHE TELL ME THAT THEY WOULD CHARGE ME $99.00 USD TO COME AND GIVE A QUOTE. THE REPAIR ESTIMATE WAS $650 FOR TWO LEAKY FAUCETS, PLUS URGING ME TO ENROLL IN THEIR "INSURANCE WARRANTY" PROGRAM, AT $765.00 TO $1,735.00 AND/OR THEIR MONTHLY $20.00/MONTH PROGRAM ALL OF WHICH I DECLINED. THE TECHNICIAN THEN PRESENTED ME WITH A $99.00 BILL, WHICH I OBJECTED TO AS NO WORK WAS PERFORMED, NOR WAS ANY QUITE ACCEPTED. HE STATED HE HAD TO DEMAND PAYMENT BECAUSE THE OWNERS TOLD HIM THAT IS THEIR POLICY. SINCE HE DID NOT SPEAK CLEARLY i GAVE A CHECK FOR $90.00 WHICH HE TOOK, AND I ASKED HIM TO ADVISE OWNERSHIP OF MY OBJECTION, AND TO LEAVE THE PREMISE. I AM A RETIRED PRESIDENT OF A SMALL PRIVATELY HELD $100M COMPANY, KRAUSE CO. OF HUTCHINSON , KANSAS, THUS EMPATHETIC WITH SMALL COMAPANY ACTIVITIES, AND BELIEVE THAT WHEN NOT ADVISED OF A CHARGE IF I DID NOT ACCEPT THEIR PROPOSAL IS AT BEST A BAD BUSINESS MODEL, AND POSSIBLY IN VIOLATION OF REGULATORY OR STATUTORY REQUIREMENTS FOR THEIR CONDUCT.

  Business response

  07/03/2023

  According to the complaint filed, the customer claims that he was not informed of the $99 service call fee during booking. However, I pulled the call recording and this is simply false. It was clearly stated the $99 service call fee at the time of booking. I tried to attach the call recording directly but it was too large of a file to be attached. I have attached a one drive link, however, I am not sure if you will be able to access that either. We are more than willing to share the call recording with the customer to show where he was informed and agreed to the $99 service call fee via email if he chooses.

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

   However, to show good faith as a company who values our customers no matter what, I have attached documentation that he can sign to receive the $90 back. I do ask with this refund that he does not post negative reviews about our company as we followed what was stated in the call during booking and that he would agree to amend any negative reviews that have already been submitted. 

  Customer response

  07/03/2023

   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. The statement of the service fee was for work performed, not specified for a quote not accepted. Return of the $90.00 is an equitable settlement.

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

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My father is being charged $16.50 a month for a service contract for his home that has been sold. The contract is for ****** ********* ** **** ******** **** ****** ** ****** ** *****. We first tried to cancel said contract 3 years ago when he was placed into a long term nursing care facility. I have currently left messages for them to contact me for more than 6 months, with no return call (As a call service always takes a message). At this time, I formally request that the monthly service charge be terminated effective immediately. I feel that they are praying on the elderly knowing that they will not fight this minimal charge. I am his power of attorney and have the authority to monitor his finances such as this fraudulent charge. I made contact when the house was sold in July of 2022 and request a refund in the amount of $115.50 from July until the current charge in January. If no action is taken, I will be contacting the bank to stop this fraudulent charge and will also file a police report. Thank you for your time and consideration.

  Business response

  02/06/2023

  We were last at Thomas’s resident and performed work on 01/08/2020 for customer as part of the maintenance plan (attached). There is zero record of customer’s daughter contacting us 3 years ago to cancel the membership. The first call that we have record receiving from our answering service is from a ***** ********* on 09/15/22 where we gave them instructions on how to cancel the contract with us, all that we require is a handwritten signature as we are audited by the Illinois Department of Insurance (call trail from our answering service also attached). We have yet to receive the cancellation letter. As you can see by each call note on the account attached, we reached out via phone multiple times to reach customer so the claim about no return call is not accurate. We did get another call from our answering service from **** on 1/19/23, however, as you can see from attachment, it was a hang up call so there was no information provided to us as a company as to what the call was in regards to and she did not provide an address for us to locate the account. We put a note on the address that her phone number was tied to, which was **** ****** *****. We are more than happy to assist with the cancellation of the contract and are certainly not preying on the elderly as we have hundreds of customer who love our services and continue to use them. We are even willing to provide a refund of the membership from September-now as that was the first contact to cancel the contract that we have record of. If the customer would please sign the attached paperwork to show cancellation of the contract and refund of $16.50 for 5 months ($82.50), we can resolve this.

  Customer response

  02/07/2023

   I am rejecting this response because:
  This information is not accurate as I spoke with someone again last year to cancel the contract and the credit card. Credit card was cancelled but service was not. I called twice since beginning of January and spoke with an after hours service person twice and was never called back regarding this. There was not a hang up call, i tried to contnue to call to follow up from my call a week prior in which I received no call back. Verbal cancellation not written should be an option but since this was never told to us it was not able to be utilized. ***** ********* calling Sept 2022  should have been the call that service was able to be terminated at but that did not happpen and the company created more obstacles to cancel instead of issuing cancellation at that call. The property that this service has been paying for has not been in our posession for 3 years. 3years!!!! This is supposed to be a contract in which regular maintenance is done in exchange for the fees it is obvious they were not doing the charged service work if the property was no longer in our possession. That maintenance contract was also not being provided while my eldery father lived in the house and it was not caught that payments were still being withdrawn until Sept of 2022. This is where the elder abuse accusation comes into play. You were charging for services that you were not providing in the form of annual inspections and the company continued to direct withdrawal money with no service. The company has been contacted multiple times despite what their false records are showing and they continue to create obstacles to cancel service. This company is not reputable. 

  Business response

  02/08/2023

  We can only speak in regard to what we have record of on the account which is what we shared with the phone calls taken and made from the customer's number on the account. Since it is a contract that requires a signature to enroll, it does require a signature to cancel as well. Some people's family members try to cancel their contracts without their knowledge or permission so we do not accept verbal cancellations which every person in our offices is well aware of. We have to follow contract guidelines established for us by the Illinois Department of Insurance as previously stated. We do require a signature from the original contract enroller or with a POA document and/or death certificate, we can accept a signature from someone who is the POA on behalf of the customer for their safety. It is a process that takes less than 5 minutes to complete via smart phone and email so it is not an obstacle established to prevent cancellation. We did perform maintenance in January of 2020 as shared in the previous response. We also shared every phone call we made to ******** provided number to try to schedule the maintenance visits between 2020-2022 as well. It is similar to a gym membership, if you don't use the membership you are not entitled to a refund of unused services. The difference is we call to remind customers to schedule. Putting that aside, we offered to cancel now and offered a refund from September from the call from ***** as a sign of good faith. Not all customers want to schedule maintenance every year, some love the plan for the discount it gets them and as a backup in case of emergency so there was nothing to catch as far as payments go. We have an A+ rating with the BBB and high ratings on our Google sites because we do take good care of our customers. We have offered to cancel the contract and refund $82.50 since September 2022 with the signature as previously stated. We can increase the refund back 1 year's worth of membership if that would make you happy, that is $198. In order to send the refund and cancel the contract, I do need to have a signature for auditing purposes. I am not sure how to proceed further because no alternate option or solution has been presented to us from the customer in response to the offer we previously made. We are more than willing to work with you, we just need to know how to resolve this and move forward. 

  Customer response

  02/09/2023

   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.  Please mail me the cancellation forms to sign 

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

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The issue was self-diagnosed, but they would not come out without charging $99 fee, and would not give any sort of estimate over the phone. He was here 5 minutes, and agreed with my diagnosis then went to the car to create paperwork. The only offers they gave were as attached. Almost $500 to repair a $10 wax ring seal, and that price would not include them standing by their work. To get a one year warranty I would have to pay $200 more. Those prices could be slightly reduced if I paid $20/month to become a member. These are horribly shady practices at way over-market value prices…but no way to know until you’re already in too deep.

  Business response

  11/09/2022

  I listened to the call when we booked the appointment, we did inform customer of the service call fee prior to sending out the plumber. The call is attached for reference. We do upfront pricing in the home once we have laid eyes on the problem to make sure that we cover all potential fixes to the issue and get a complete solve. However, we do offer an Apples to Apples Price Match Guarantee if the customer is concerned with the way we do our pricing, that is always an option to find a company that offers: Licensed, background checked and drug screened technicians with the same level of warranty and guarantees we do price match. We also offer a 100% satisfaction guarantee if that is what the customer is wanting as well. Our service call fee is told upfront before we ever come to the home so that it is clear and known. It covers our licensed technician's time, gas to drive the truck to their home, the time to diagnose the issue and present solutions that can be completed same day. Our prices are based on an average for labor, parts, overhead, insurance, etc. and is an exact price prior to beginning work so that there are no surprises or room for price discrimination. We do not claim to be the cheapest in town, but we are a union shop that backs up our work and protects our customers with our numerous guarantees. We are willing to waive the service call fee if that is what will resolve this issue and if the customer had reached out to us with these concerns we would have resolved it the same way. Ultimately, we are in the service business and will absolutely waive that fee if it is what will make the customer happy. Please have them sign the form attached form as well so that we can have it for our records to mark this as resolved. Thank you!

  Customer response

  11/09/2022

   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.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see Attached document

  I paid **** ******** $1,597 to install a sewage ejection system on 8/30/21. I sent the check to them on Sept 16, 2021 via US mail. Invoice *********

  On 2/22/22, I discovered **** ******** had deducted money from my checking account without permission on 9/20/21 ($16.50); 10/19/21 $19.90; 12/20/21 $19.90; 1/18/22 $19.90; 2/18/22 $19.90 for a total of $116. They used ACH debit transactions.

  I called the **** ******** office on 2/22/22 and a representative had no explanation for the illegal withdrawals. I was told that they would stop but they did not return my money. I was treated rudely on the phone and hung up on my company representative.

  Business response

  04/15/2022

  Good morning, I looked into this concern. The attached document shows where the original $116.50 was authorized and signed for which was done previous to the paperwork provided by the customer in the complaint filed. The customer's wife called in on 2/22/22 at 14:51 and talked to me about a 19.90 charge on her account so explained the membership to her. It has been 6 months so I tried to explain how to cancel it and all she wanted to do was holler at me and say it was fraud. We tried to help customer at that time but they didn't follow instructions and hung up on us. On 3/25/22 they filed a complaint with the bank directly and placed stopped pay on the transactions. We went ahead and cancelled the contract at that time due to bank regulations and trying to assist the customer. The money was refunded back to the customer via bank chargeback as seen by the attached email from the authorize.net merchant. We were always willing to work with the customer but they didn't follow the cancellation instructions and refund process. Please let me know if you need further documentation. 

  Customer response

  04/22/2022

   I am rejecting this response because:
  
  attached

  The response from **** ******** Plumbing is not totally accurate. The plumber from **** ******** came to our home on Thursday, August 12, 2021 to repair a leaky drain. He unclogged the drain and stopped the leak. When he finished, he asked my wife to sign a form(see attached form #1) to verify that he had performed the work and charged us $116.50. My wife gave him a ***** ***** ***** for $116.50. He did not install any equipment and there was no discussion about a warranty. A couple of weeks later, we called the company to tell them that the leak had re-occurred. The same plumber from August 12 returned and he decided that we needed a new sewage ejection system- He installed the sewage ejection system. He didn't request any signature because he didn't complete the job. During the installation, he heavily soiled the carpet and flooring with grease and debris in the utility room and the carpeted area outside the utility room. He called his office to request a cleaning crew from ServPro to clean up the mess because he didn't have any cleaning supplies in his truck. After the stains got cleaned, we received a bill for$1,597-OO(see attached form #2 dated August 30, 2021). We sent a University of Illinois Credit Union check ******** to their Springfield office on September 16,
  2021.
  **** ******** Company obviously schemed to perpetrate a fraud against us because they used our routing number, etc, from the Chase check given to them on August 12 to create their own ACH debit transaction system that allowed them to take money out of our Chase checking account without our permission.
  After we filed a complaint with Chase Bank, we received a $56.30 check from **** ******** Company on March 31, 2022. The note said "****** ***** ***** **** ******** *** *** ****** ***** (see attached form #3).
  I feel that **** ******** should refund the entire $116.00 that they debited out of our Chase Checking account and a commitment not to repeat their actions.
  

  
  

  Business response

  04/26/2022

  I don't understand why you want a refund for the $116.50 when you yourself stated that we came out and unclogged a drain and stopped the leak. That was what you signed and agreed to on the attached paperwork for that visit. The technician drove to your home, unclogged the drain and stopped the leak as requested, this is what the $116.50 charge was for. Not all plumbing work requires any equipment to be installed, in this case the unclogging of a toilet doesn't require the installation of equipment.The technician closed the call in our system and had a membership attached to it. We have thousands of people enrolled in our membership because they see the value and benefit of the program (discounts, maintenance visits at no charge, priority booking, etc). When you placed the chargebacks with the bank stating that you didn't agree to be enrolled in the program, we reviewed the paperwork and saw that the required signatures were not there and IMMEDIATELY cancelled the contract and issued the refund for the months that the membership was auto withdrawn. We also sent the check for the $56.30 for those months and apologized that it happened by accident. We made a mistake, not an intentional scheme to perpetrate fraud and rectified that error. We are humans and immediately corrected the mistake as soon as we realized it happened. The membership and the service visit are 2 completely different issues. If the issue was truly the membership issue, then we have 100% refunded that portion of it. 

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called **** ******** on 3/17/22, due to finding a pool of water on the floor under and around the water heater om 3/16/22. I worried it may be leaking and would need replaced. I asked for a quote on replacement, and gave details (Electric, 40gal. etc). I was told there would be a $99 fee for a technician to come out. I agreed on the assumption this would be a skilled technician and professional in the field of plumbing. The technician came to my house, looked at and around the water heater, turned water on/off, and went to his truck to make calls. It is noted the floor was dry and remained dry during this visit. He gave me quotes with 1 or 6 year warranties on a new water heater and if I became a member in their service plan or not changed the quote. The quote was out of my price range, and seemed extremely high so I told the technician I would have to speak to my father. Today 3/18/22, I had another company come to my house. He looked at/around the water heater, checked the water on/off, and did several other diagnostic checks and determined the water heater is NOT leaking. It does not need replaced. The visible floor drain (**** ******** tech saw as well) must have backed up due to a clog, that is now moved along and there is no issue. I should not be charged the $99 fee as the technician clearly was either unskilled to diagnose there is no leak, and unprofessional as to suggest immediate replacement (to get a commission for himself). I had heard warning on **** ********, and felt taken advantage of. I asked customer service to not be charged as I didn't receive what I should have for the fee. A professional service technician. They declined and tried to argue with me.

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