ComplaintsforMilltown Plumbing, Heating, AC, Drain Cleaning & Electrical

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Incident January 17,2024 I live in the 3er floor, a incident occurred on the 2do floor, that incident damaged all four gas meter, gas company (Eversource) replaced all meter. Milltown and *********** was turning service back on after meter replace, when they were turning 4th service back on all my appliance got damage, they discover gas line for 4th floor and gas line for 3er floor were switched, putting too much pressure on my appliance. After 3 week on been with no heat and stove and dryer a inspector from Methuen MA (*********************) made them replace heater, stove and dryer. NOW they are sending me a bill after they say their insurance was going to cover the damage

  

  Business response

  05/20/2024

  After investigating this issue, we have determined that ****** Management called us out to do work on the property, so we did work for ****** Management, not *********************.  ********************* may owe money to ****** Management, but not to MillTown, so we cannot negotiate any billing adjustment.  If you would like to schedule a conference call between us and ****** Management, we are happy to do so.  Please give us a call at ************* and ask for the commercial service manager.

   

  
  

  Customer response

  05/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. And that I dont owe money.
  
  Regards,
  
  *********************

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3/26/24 - We requested services of MillTown Plumbing to clear a main sewer line break leading into our home. We had a coupon/flyer from MillTown Plumbing advertising "$99 for Main Line Opening". The technician from MillTown found & cleared the blockage. At the completion of the job he would not allow us to use the $99 coupon, instead he allowed us to use the $30 coupon for "other plumbing services". They charged us $579.99. On 3/27/24, MillTown Plumbing returned to our property with a camera system to further investigate the issue which caused the pipe to break. They located the broken pipe and provided an estimate of $7758.66. We felt this estimate was high and proceeded to get another quote from ******* General Contracting (they tied us in to town sewer 27 years ago, but do not clean blockages). ********* estimate to complete the repair was $3044. We chose to have ******* complete the repair.On 3/29/24 we spoke with folks at MillTown Plumbing about not honoring the $99 coupon and were told someone would get back to us, we have not heard anything. We would like to be reimbursed the $579.99 that we paid and will pay the $99 as advertised for the services they provided. We were also told the cost of using the camera system was included in the $99 advertised fee. MillTown Plumbing should be investigated for false advertising/marketing. We later learned (from Town Hall when I requested the repair permits) there were 3 complaints against MillTown Plumbing, including ours, the week of 3/25/24 for false advertising and estimates that were significantly higher than other contractors.

  

  Business response

  04/11/2024

  After reviewing the information and discussing with the employees involved, we found that the customer was indeed billed incorrectly.  To ensure quality service, we normally check in with customers after every visit. The customer did let us know when we reached out to them after the visit with the camera tech, and we did not resolve the issue with the promptness we expect of our employees.  We will be retraining the employees involved and improving our processes to prevent such lapses from happening again.  We apologize for the inconvenience and we will be issuing a refund of $480.99 for the difference.  Thank you for bringing this to our attention. 

  Customer response

  04/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  Suggest that Milltown Plumbing should have followed up with us once they acknowledged the error.  Had they done that, as they said they would, we would not have submitted a claim to tge Bbb.

  Regards,
  
  ***********************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  6/6/23 - Hired Milltown to install new A/C system AND new furnace with humidifier for $13,532.14. They requested that a photographer be allowed to film install and would deduct $100. 6/19 Crew arrived 30 mins late, did not know that I had purchased a furnace. I made several phone calls to resolve the mixup. **** acted unprofessionally (socializing and using inappropriate language). 6/21 - Crew arrived on time. At end of day, I discovered that humidifier had not been installed. Technician not have a record of it and would need at least another half a day to install it. 6/22 - I returned 1 day early from an overnight trip out-of-town so that they cd install the humidifier.6/21 - I requested adjustment to compensate for multiple errors and inconvenience. They agreed to deduct $500 but did not deduct $100 for photographer. They agreed to amend it.10/5-10/11 - Could not turn on furnace. Temperatures dropped outside, so thermostat in house registered 63 degrees.10/13 - Technician evaluated system and explained that it had never been started after it was installed. Both valves were in OFF position, but before using a new furnace, technicians must start it up and follow a specific procedure to ensure that chemicals from manufacturer are cleared out. He advised me to be prepared because my fire detectors might go off due to odors emitted when he started the system. He then explained that since valves had been left in off position, a sealant or glue had leaked into valve, so gas pipe was blocked inside and outside house. Had to clear the pipe to get it started. Vendor did not follow standard procedure for installing a furnace. I was left without heat for a full week.

  

  Business response

  10/24/2023

  We do our best to deliver five star service.  When a customer feels we haven't, we work to make it right, as we've already done with the issues with the humidifier and the install times.

  When this customer called us Thursday afternoon about her lack of heat, we were out there first thing Friday morning to fix it.  We have reached out to the customer directly to determine how we can best make this right, but we were unable to come to a mutual agreement.

  Customer response

  10/24/2023

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
  
  I reject the businesss response to my complaint.
  
  They did not deliver quality white glove service, as promised.
  
  Instead, they delivered unprofessional, substandard service that resulted in major errors, confusion, wasted time, inconvenience, and undue stress.
  
  From the beginning, they did not work to make it right.
  
  From the start to the end of the 3-day installation process, I acted as an unpaid project manager for them.
  
  During the 3-day installation process, I did not receive a single phone call from the company.
  
  Instead, I intervened several times to correct errors, to provide information that the crew did not have in their plan, and to instruct the crew to deliver products that I had paid for. 
  
  That involved explaining to the crew several times what they needed to do. It also involved contacting the salesperson and customer service several times for assistance.
   
  All of these issues are clearly outlined in my original complaint.
  
  They did not contact me during or after the installation to ensure that I was satisfied with the service.
  
  After the technician finished fixing the furnace on 10/20, they refused to provide me with any documentation itemizing/summarizing the work that was done to get my furnace working.
  
  Even after I called the company to request that documentation and they assured me that it would be sent to me by the end of business 10/20, they did not send that documentation to me.
  
  After I submitted my complaint to the BBB, they did not reach out to me directly to determine how they could best make this right.
  Instead, they minimized/dismissed the substandard service as a minor issue, repeatedly stated that they are in the red, stated in a voicemail and on the phone that they are unable to reimburse me monetarily in any amount, and then offered me maintenance checks for electrical and plumbing systems (for which I already have competent,reliable vendors providing that service).
  
  When I made the decision to purchase this service from this business instead of several others that I was considering, I trusted this business to provide excellent service because that is what they promised to give me if I accepted their offer.
  
  They failed on multiple levels to fulfill that promise, and they certainly failed to make it right at any point. I believe that I should receive reimbursement for the substandard service. 
  
  Regards,
  ***********************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/24/2023 Milltown Plumbing came and assessed our water heater and told us we needed to replace it and quoted us $5,409. We agreed and asked when they would be able to provide the service; *** (the plumber) told us he could do it that day he just had to go and "get the parts from ************ He asked for half the amount before getting the parts and half after which we complied with. When he returned he told us we would also need up to code piping/venting done and he said "you're already paying so much it won't be extra." While *** was doing the replacement/draining the current water heater the hose spigot on the inside of our garage (directly behind the water heater on the other side of the wall) starting bursting with water around the edges and now we can clearly see there is water damage to the bottom of our garage wall.The following week after speaking with people who are more familiar with plumbing we realized we were grossly overcharged. I called Milltown plumbing the first time on 7/31/2023 and then daily thereafter since the manager would not return my call after I would leave a message with the receptionist requesting a price breakdown. Finally Friday 8/4 ***** called me back confirming I wanted a breakdown of the price and said he would email it to me. I received the email attached below which is obviously not a breakdown. I then called the following week multiple times and ***** spoke to me on 8/8 confirming I wanted "the breakdown of labor and such" to which I clearly responded "yes, I want to know how you came to the total of $5400." He then told me he would get that to my email by the next morning. I didn't receive any email so I called again today 8/10 and ***** told me the breakdown is not available but he could provide me with percentages as to how they get to their final price. I believe we were grossly overcharged for this service and we are looking for a refund as well as an assessment and compensation for the water damage.

  

  Business response

  08/11/2023

  As with all our work, we quoted the price for the work before beginning any work.  The invoice clearly shows both the authorization signature, authorizing us to begin work at the quoted price, and the acknowledgment signature indicating the customer is satisfied with the work performed.

  The work in question involved replacing a power vented water heater as well as running new venting in order to bring it up to the 2021 code.  The price of the job includes not only the cost of the materials and the labor involved in performing the work but also the cost of pulling a permit and standing necessary inspections.  As the work was completed after hours on a same-day emergency basis, we have not yet performed the inspection, so we understand that that cost is not immediately apparent to the customer at this time.

  We quote our prices before beginning the work, not on a time and material basis, so we do not provide breakdowns of jobs to our customers.

  Not sure what happened with this water damage, but we've not heard of it this far and **************'s understanding is that it's not related to the job. 

  We appreciate your business and we'd like to keep you as a customer. We don't feel like there's anything wrong with the service we've provided.  Please give us a call so we can come up with a resolution.

  Customer response

  08/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  First and foremost this job was not completed on an emergency basis. We asked for a consult and when we asked the plumber when he would be available to perform the work he stated I can do it today. If I dont do it today, they will send me somewhere stupid like ********** so I might as well bust it out now. We were never informed nor did we request or accept emergency services and prices. 
  

  Secondly my wife was the one who saw the water coming out of the hose spigot but unsurprisingly she has yet to receive a call back from ***** when she did attempt to call and speak to someone about it. 
  

  The amount of people we have spoken to in the industry that have confirmed we were taken advantage of and that there is no plausible way the work we had done comes to the astounding $5400 we paid is eye opening. The only way I can see this being resolved is the business providing us with a price breakdown weve consistently been asking for that shows either their overpriced rates adding up to $5400 or while doing the price break down they realize how much we were overcharged and refunds us the appropriate amount. 
  

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  08/14/2023

  After our plumbing service manager reached the customer and their spouse via telephone, the customer agreed to have their insurance company out to assess the water damage and determine whether it may have been caused by our repair work.  We will take responsibility for whatever the insurance company finds us liable for.

  We do not provide breakdowns for quoted work, whether before or after the work.  We charged our standard rates for the work and we stand by the contracted price that the customer agreed to before beginning work.  The work was completed as contracted. If there is a fault with the work, we are happy to make it right.

  Customer response

  08/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  After speaking with ***** on the phone, my spouse and I were under the impression that the business insurance company would come out and evaluate the damage. 

  ***** also offered a $1,000 refund to which we told him that we did not think $1,000 was a sufficient enough refund since that would still mean we paid over $4,400 for a standard water heater replacement. 

  My spouse and I are asking for a very simple resolution; show us a price breakdown that makes sense for the total amount of money we were charged. For a business to charge its customers fairly the price has to come from some where so please show us where the astronomical total of $5,400 came from. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: Dec 19, 2022 Invoice No.: ******* Repair (replacement) of hot water tank circulator pump Technician quoted a total of $866.62 for the repair. When asked why the prices was so high he responded that cost of spare parts had gone up "a lot" in the last 2 years. I trusted this statement and let him proceed with the repair, which only took about ***** min. I subsequently discovered when researching the part that was exchanged (cast iron circulator) that it only costs < $130 at SupplyHouse (quote attached). I then called Milltown plumbing and asked for an itemized repair bill that should spell out parts & labor costs separately. Instead, I was sent a reissued invoice that still only states the total price ($866.62) not broken up in any detail itemized costs at all. Several (>3) calls were placed with the business subsequently over the next 3 weeks, but in each case, I was told the plumbing supervisor was "not available" or would "call me back", but I never heard back from them.

  

  Business response

  01/19/2023

  I have responded using the typeform.  I am attaching here the estimate which was signed before beginning work.

  We emailed an invoice to the customer and contacted them via phone. At no point did we promise an itemized invoice, as we are a flat rate company and do not bill itemized invoices. We provided an estimate before beginning work which the customer signed in which they agreed the price was satisfactory. We have attached a copy of the signed estimate.

  Customer response

  01/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I only agreed to the estimate that I was given upfront because the technician informed me that "Prices of spare parts had gone up a lot" in the last 2 years. However, as I researched afterwards, this was not true for the replacement part needed for this repair which is readily available at multiple sources for ~$130. Given that only ***** min were needed to install the part, I felt that based on this untruthful representation made by the business, the total cost of the repair was out of proportion and equivalent to price gauging ($866), something the Better Business Bureau is supposed to track down and protect customers from. There should be a substantial refund for this repair and the BBB rating of this business should be lowered.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  01/30/2023

  ***, we strive to avoid buyers remorse for our customers by agreeing in advance on the basis of our costs. Our costs not only include the value of the parts and labor provided but also with the quality of work, the efficiency of our knowledgeable technician, and the responsibility we accept in performing these essential services in your home. We did the work as promised at the agreed upon price and we will come back at no charge if something is not right. As we understand it, you are 100% satisfied with the work ************** did and that is what we guaranteed to do when you signed the work order approving the work and cost. 

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Service was provided to us on March 24, 2022 and March 25, 2022. The service that was provided to us was a reconnection of a sink, reconnection of a garbage disposal, and changing plumbing piping to fit the appropriate sink which required opening the wall under the sink. To note, the wall was left open and no repatching occurred. We originally paid a total of $3493.04. After originally requesting a first review of the invoice, the company admitted that they double charged for a service and refunded $674.94. As we reviewed the invoice in more detail, it became apparent that the company is price gouging. In addition, they are using nuanced language to essentially charge for the same task twice by labeling it something different. The plumber who completed the work was at our home for approximately seven hours. With a total **** of $2819.06, which is the total following the double charge refund, this equates to be in charge $402 per hour for service. We have attempted to address this directly with *****, who is a service manager. We even broke down a fair calculation of the repayment that we are requesting. Attached is an email we ***************** my spouse and I) sent him on April 15. We have not received a response from him. We also had a verbal discussion within previously were re-asked for him to share how the prices for each job was determined, we have not received this; instead, he sent an invoice with the amounts listed.

  

  Business response

  04/29/2022

  We have reviewed this complaint, responded to the customer's concerns, and resolved the issue to the customer's satisfaction.  The additional requested amount of $774.76 has been refunded, and we are taking steps to prevent further such issues in the future.

  Customer response

  04/29/2022

  Hello - while ***** did verbally agree to this, we have not received the refund. We have checked the card on file everyday since last Thursday and no refund has been provided yet.

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Lauren

   

   

  

  Business response

  04/29/2022

  We have filed the credit card refund via the payment processor, which can take up to 3 business days to process. Attaching proof of refund shortly.

  131 *****************
  Suite 6
  **********, ** 01824
  ************
  

  MerchantID:XXXXXXXXXXX3802
  Term ID:******
  Date/Time: 04/26/2022 08:50 AM
  Trans Type:Credit Back
  Amount:$774.76
  Entry Method:T
  Cardholder:Alex Jeyschune Jr
  Card Type:Visa
  Card Number:XXXXXXXXXXXX5274
  Order ID:**********
  TransID:1842447758
  AuthCode:CREDIT:026325:13::1842447758:::
  RefCode:1842447758-CREDIT:026325:13::1842447758:::
  Order Number:Invoice(s) ID:[********] ********************** - Residential, CustomerId

  
  

• Initial Complaint

  02/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Milttown installed a heating system on 12/14 (at a cost of over $12k for a ***** sq ft space). By 12/18 the system had failed. They were immediately called and sent a tech who was unable to fix the problem. My children and I were without heat the entire (freezing cold) weekend, for what ended up being the fault of the Milltown installers. I even called multiple times over the weekend and no one returned my call, until I called again on Monday. They were not able to fix the install until the following week. They offered nothing for my significant inconvenience, which was entirely preventable had they installed the unit correctly. I asked *** the installation manager to offer some type of courtesy, which he agreed he would do. The last time I heard from him was on 12/23. I have sent several emails (12/31, 1/11, 1/25) and left multiple messages for either him, or his manager, to call me back. No one has gotten back to me and its been over a month. It appears the they are not only standing behind their culpability, but attempting to ignore me by not confirming that they would provide the modest consolation (1 complimentary servicing, which is really not even a lot for a brand new system that shouldnt need major servicing).

  

  Business response

  02/08/2022

  Customer had concerns regarding system installation due to minor issues with install. Offered customer a $500 credit towards ********************** their system. Customer was happy with this concession.

  Customer response

  02/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The plumber was hired to fix a leaky tub and shower faucet. I paid $254.75 The issue is not resolved. Ive called and left message three times over two weeks. Last Friday a supervisor finally called back and scheduled a supervisor ******* to assess the issue today, november 23 at 8:30 am. No one arrived. And no one at the dispatch office knows what ***********************, supervisor did it did it do. Im out the money and no one has been responsible to fix the issue and no one is calling back.

  

  Business response

  11/24/2021

  I have confirmed that we have completed the work today to the customer's satisfaction.

  Customer response

  11/24/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alison

  Hello, I paid $254.74 to fix a problem that was I fixable  the issue of a leaky faucet is due to the shower and tub faucet set up  

  if research by the initial tech was done I would not have had the work done as it would not correct the problem  there was no need to replace parts as the parts were not the issue  Im satisfied with the explanation but am seeking a refund as the work should not have been done in the first place  

   

  

  Business response

  12/06/2021

  We have agreed to refund the amount of $254.75 in order to satisfy the customer.  We will process it on the following business day.

*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. ↩