ComplaintsforMr. Plumber by Metzler & Hallam

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They gave me a contract to replace the main septic line going out to the septic . They came out to the house and saw that it was going to be more complicated and not easily accessible and refused to do the work for that price. They had 4 trucks at my house form 9am to 5:30pm and did absolutely nothings trying to state that is not what the contract states. before they gave me the estimate they came to my house because I had sewage back up from a clog. It took them 3 days at my house to get it unclogged and a camera ran down the ****s to show the **** **** broke and a piece of **** was causing a blockage. my dad and I told them to give us an estimate to fix that **** leading out to the septic that was broke off. They sent me the estimate for ******** to replace the main septic line going out to the septic. They are refusing to do the work for that price because the estimate was not done right. Which is not my fault.

  Business response

  03/22/2024

  Thank you for reaching out and allowing us another opportunity to explain things to you. We originally came out to snake or jet the clogged line. We then gave you 2 estimates: one to replace the pipe in the crawl space only, which was $1880; and one estimate for the line to the sewer and the crawl space for $9600 for the whole thing. You rejected the $9600 estimate, and that is no longer an option. Upon further examination of your property and the plumbing, we found that it was not possible to access the sewer line under the room addition on your home without demolition. No one wants to do that. We then proposed to install a grinder pit to redirect the line for $9326, that we could use without disturbing the addon structure. To achieve a permanent solution for rerouting the sewer line so we can save the addition the estimate was for $20,175. The client has declined all our estimates, and we have quoted several options using several people who are experts in their field.

  I am sorry this client thinks that all this should be done for $1880. The estimate clearly states that was for replacing pipe in the crawl space only, and that was repeatedly explained to the client. Perhaps they need to shop around.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 26th.Mr. Plumber was contacted to replace exterior sewer line. Sales person wrote in estimate they would remove existing line. Mr ********************** attempted to bury existing pipe after replacing. Large sections of pipe were left above grade of ground. Company refuses to and remove existing garbage pipe. Multiple phone calls were placed to company asking for a supervisor or management to contact us. As of 3/8 no contact by supervisor. Email was sent to Sales rep on 2/26, to inform her of the problem. 3/8 Sales rep came out to inspect the problem and said they would not be digging up to remove any left over pipe.

  Business response

  03/19/2024

  We attempted to contact this client several times during the time he says we didn't call, however his VM was not set up so we were unable to leave a message. Once the client was contacted, we came back out to the home to view the broken scraps of **** that client dug out of the mound. This was not all above ground level, and it was evident that client dug deeper to find additional scraps of **** ***** It is not unusual for there to be scraps of **** **** left behind after a job of this nature, and they are always covered if present, and whatever needs to be removed when the soil settles is done during the grade and seed which we do after a few months of the soil settling. 

  For some reason client is fixated on this and wants us to send out a crew to hand sift through all the fill and remove every piece of **** that *** be there. This is not practical. We have told him we will take care of it all during the grade and seed, and he has declined. We told him his option was for us to come out and remove the top fill, soil and all instead, and that is not acceptable to him either. He has now threatened to take legal action, which would be an unrealistic way to deal with this. We have no idea why he is so fixated on the **** scrapes, as **** is a natural material and is causing no harm to anyone or anything.

  Attached is out contract which the client signed as accepting the job upon completion. Please accept our response. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been a loyal Mr. *************************************************** customer for 3.5 years, spending nearly $20,000 and participating in their membership plan. Despite this, my recent experience has been disappointing. On 10/2/23, I called for a mainline clog, and after a drain tech cleared it and charged $93, a major repair was needed, quoted at $9,002. Another vendor quoted $2,000 more for the same work. I chose Mr. ********************** but, before the job on 10/9, the other vendor re-quoted $8,300. Wanting to discuss a credit, I was assured they would check because Mr. ********************** is on my side but never heard back.On 10/9, *****************'s work was satisfactory, but issues arose with the concrete contractor. During sidewalk repair, they improperly disposed of excess concrete in my yard. I informed Mr. ********************** and was told Thats not right. Well make some calls and make this right. I received no response or resolution. 10/24 I again brought up the quote difference, concrete problem, and the $93 charge for line clearing that didn't resolve the issue. I was told it would be looked into but October had to be closed out first. received no follow-up.11/14, I texted the project manager about the above, getting a vague response and no resolution. On 11/27, I called the main Mr. ********************** number seeking more direct assistance and was assured a callback from the management team within 48 hours. That callback never occurred. Despite my longstanding customer relationship, I feel neglected, especially considering the time and effort invested in resolving these issues, which should have been addressed promptly. I believe compensation is warranted for the inconvenience and frustration, as well as resolution for the concrete matter in the spring.

  Business response

  12/08/2023

  Thanks so much for bringing this issue to our attention. Although it is never our intention,sometimes communication between the field techs and the office falls short.Clearly this was one of those times. I understand this is very frustrating and we do not for one moment, want our clients to feel neglected. Thank you as well for taking my call and working through this with me. Everything we discussed has been relayed to the field management team and we will use this experience as a teaching moment to help prevent communication issues from brewing. I have put through the invoice adjustments we discussed so you should be able to see your refund back on the original credit card. Please do not hesitate to reach out to me directly with any additional or future questions or concerns.

  Customer response

  12/13/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  Partial refund was received as stated

  Regards,

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

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My main sewer line needed cleared. Mr. ********************** had an ad and coupon in the best deals booklet. It was guaranteed to get it cleared or it's free. The tech came out got it cleared and told me about the guaranteed warranty. Which was if the line clogged again within a year, they would come out and clear it again for free. Not even 3 months later, I had to call them to clear it again. A different tech came out and after three hours he comes in and tells me it needs hydro jetted. He said, let me call and get a ****** out here and I'll get you cleared. At this point it was 7PM and he had, had me turning the shower on and he flushed the toilet after he told me it needed jetted and my tub was full of sewage and water and my toilet was all the way to the very top with sewage water. He left me and my son that night with a tub and toilet completely full of sewage. I wasn't able to use anything not my bathroom, not my washer, nothing. Before he started working on it I was able to use all of it! It was just being slow draining and the toilet would sometimes not flush but sometimes would flush. Sometimes it would fill up with water when you flushed it and drain really slow! That was the reason I called them out! After he left the toilet wouldn't drain at all and was at the very top, so no one cld use it all! My bathtub was full of waste and water, it wouldn't drain either. They said they would bring the hydro jet tomorrow but it would be 535$. I legit didn't have the money in my account I didn't have 500$. I'm a single mom, all my family has passed so it's just me and I didn't have it. They said they couldn't leave us in that shape. They did! I don't understand stand why they made it worse than it was; then said they would get the hydro jet and get it clear, then it turned into they would bring it out tomorrow for 535$. And now I'm left with a full toilet and bathtub and not being able to wash clothes. They said they would reach out and we could find a solution cause they couldn't leave my son and me in that shape. I haven't heard from them.

  Business response

  04/11/2023

  According to our records, On January 10, 2023, we were called for a drain clearing due to this client not having any use of facilities. Our technicians notes state "Restored flow to mainline through clean out in back to home ran all lines and flushed toilet multiple times draining through. Pulled back wipes." The following day, our sewer supervisor with a camera went to the home to camera the line. Our tech found a damaged section of the sewer line and quoted a spot repair, removing the damaged section only and replacing it or completing a full replacement of the sewer line. Both options were declined. On April 7th, we were called for the warranty clearing as the client, once again, had "no use of facilities." Our main line technician arrived and here our his notes: "Upon arrival client main line was backing up into osco. Explained to client that cabling is not a permanent solution to issue and may damage pipes if cause of clog is severe enough, client expressed understanding and gave permission to proceed. Cabled downstream from osco and pulled back nothing. Cabled ***tream from osco a dozen times using muck and regular ********* to 3 and pulled back paper and a wipe. Unable to restore flow due to large amount of muck in pipe. Offered to schedule hydrojet at discount but client refused, client to talk to supervisor regarding financing and repairs."

  In conclusion, there is a known issue with this line that will continue to cause back-*** until the line is repaired. The damaged part needs replaced to start and may end up needing the while line replaced. Once the client accepts the estimate for replacement and secures the funds, we can start the job to get her flowing. There is nothing we can do until then.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called around 10 pm last night for emergency service because both toilets were backing up into the tub. The on call technician told us he didnt want to come out because he was tired and wanted to go home and sleep. Fast forward to this morning, and the technician shows up, used the largest head for his snake, and breaks our main drain line, calls his supervisor to come out, and their solutionwe wait 24 more hours (mind you, we have 2 adults, and children home on Spring Break)for them to come out and pay them $900 for the damage the technician caused, or $2700 to replace all the drain lines in the house. So, we went to get the parts, and I fixed it. Still waiting to hear back from someone about how they intend to make this right. The only reason I rated them 1 star is because I was unable to rate them zero stars.

  Business response

  04/05/2023

  This has been addressed with our manager and a reimbursement check has been requested. 

  Customer response

  04/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The original complaint number is ********. We called around 10 pm last night for emergency service because both toilets were backing up into the tub. The on call technician told ** he didnt want to come out because he was tired and wanted to go home and sleep. Fast forward to this morning, and the technician shows up, used the largest head for his snake, and breaks our main drain line, calls his supervisor to come out, and their solutionwe wait 24 more hours (mind you, we have 2 adults, and children home on Spring Break)for them to come out and pay them $900 for the damage the technician caused, or $2700 to replace all the drain lines in the house. So, we went to get the parts, and I fixed it. Still waiting to hear back from someone about how they intend to make this right. The business allegedly sent out a check to pay for damages to cover the cost of materials and my time to repair the damages caused by their technician. I was waiting to see if they were actually sending a check before responding and it has not shown up. The incident occurred on 4/3/23, and I was told that a check would be sent out the following Friday. I do not believe they are negotiating a settlement in good faith.
  
  Regards,
  
  *****************************

  
  

  Business response

  04/17/2023

  A check has been issued to the client. 

  Customer response

  04/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We have not received the check that was supposedly sent from the business. We have even been promised to have a check hand delivered, but the business has yet to make good on their promise. It has been almost a month since the issue was created by their technician, without resolution. 
  
  Regards,
  
  *****************************
  

  Business response

  04/27/2023

  The check was mailed on 4-10-23. Please let us know if you did no receive it.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/12/2022 a ********************** from Mr. ********************** came to hook up my gas dryer. After installing it he stated there might be a slight gas smell but it was nothing to worry about. On 10/18/2022 the gas smell was so intense I had to call the gas company. The ********* showed up and investigated our gas had been leaking and the build up was at 2% and were surprised the home didnt blow up. The gas company is assuming the gas dryer was not hooked up correctly by Mr ********************** and had been leaking for 6 days. I faintly smelled gas for a while but the smell went away, Im the last 6 days I also have been feeling ill and not wondering if its because exposure to gas. I would like Mr. ********************** to take responsibility of this. My father called when the fire **** was at my house and the company stated someone would be out asap to look at it. I still never got a call from the company and no one came out tonight to look at the gas. I was forced to leave my home for the near future because we need gas hooked up for our furnace to run.

  Business response

  10/19/2022

  According to our records, On 10/19 we called to send a plumber and we were told the fire department was there and they would call back. We currently have a plumber at the home, we are awaiting his diagnosis.

  Customer response

  10/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mr. ********************** sent me a letter stating that I owe them $373, and the letter stated that they have "made several attempts to work with me to resolve this matter". I have NO outstanding bills with Mr. **********************. I have never used Mr. ********************** at this address. And they have never once contacted me previous about this issue. They are threatening to turn me into a collection agency for money that they are not owed, and for services they have never rendered. This is fraud.

  Business response

  01/26/2022

  According to our records, ***************** is the **** address for the complaints rental properties. We have sent collection letter for $373 for the rental property address ******************** as the complainant had us complete work to restore flow to the kitchen sink drain line, paid for it then filed a dispute with the CC company. The $373 is owed for that call. There is also a $94 service and diagnostic fee that he ahs refunded to pay for property address *******************. A total of $467 is owed for our services. 

  Customer response

  01/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

   

  This is 100% a lie.  They never performed any work for **** N. Rural, nor **** N. Rural.  They were called to do a job at **** N. Rural but they never did the work because they attempted to increase the quoted rate from $93 to $373 AFTER they arrived at the job.  After they refused to honor the agreed to rate, they left.  They did no work whatsoever.  This is called bait and switch.  This is illegal.  If I continue to get these fake bills from Mr. *********************** I will gladly contact the ******* Attorney General.  Their own website says they have a guarantee, which they've failed to honor.  Their website also states that they don't charge a fee if they don't fix the problem...and here they are trying to charge me two different fees, yet they fixed nothing.  That is also fraud.  We can happily take this to court if you'd like.  Your attempts to intimidate me are not going to work at all here.
  
  Regards,
  
  *****************************

  
  

  Business response

  03/05/2022

  The $373 has been removed from collections. Please remember our $93 or Free drain clearing is for Owner Occupied homes only

  Customer response

  03/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

   

  The $93 or free drain line cleaning is not stated as "for owner occupied properties only".  Again, this is still false advertising as well as bait-and-switch.  Mr. ********************** has done nothing to correct their advertising methods.  They have committed fraud here very clearly and they are now bordering on harrassment.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************

  
  

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