ComplaintsforMainely Plumbing & Heating, Inc.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Tech come out to work on my heat pump/HVAC system and he didn't have the knowledge to figure out how the system was wired. It took him over 1.5 days to figure out a 30 minute fix. I was charged $945, and then received two additional invoices, totaling over $400. The invoicing software system that they use kept updating the amount, and so I only have a record of the $182. I made a payment for $945, and have a receipt. Because I was charged over a $1,000 for a simple 30 minute fix, I called to ask for a credit. The Officer ******* only had the one invoice on file for $182 and the owner is refusing to provide a credit and/or void the 2nd invoice. They in-turn updated the only invoice they have in their system to $42, however, I have already paid $945. I have left multiple voicemails and messages on FB without a resolution. The owner just messaged back "it's a real invoice."

  

  Business response

  02/16/2022

  ************ is correct, we went out to her property on a No Heat call. Once there the technician (who is a 30 year licensed veteran) did all of the required diagnostics. Discovered an issue with a relay and called Tech Support to get further instructions and guidance. He also went and purchased the relay that tech support told him to replace. Tech Support had him go through a number diagnostic steps and told the tech that he needed to call another products Tech Support. The technician did as instructed and had to wait for the other tech support to call back and again, go through several diagnostics steps. Neither diagnostic testing attempts were successful. The technician then took the manual and spent several hours on his own time to try and figure out the issue. He also consulted 2 other Master Heat Techs and a licensed HVAC tech to see if they could figure it out - all off the clock and at no charge to the customer. 

  At the time of this service the customer paid the invoice without question. When the technician returned the next day he proceeded to try the repairs that the team of licensed professionals came up with. The issue turned out to be not only the relay replacement but a repair to a wire. 

  There are only 2 invoices in our system, one for the first trip and one for the second trip. When the customer called in she asked for her BALANCE and since the first invoice was paid, the only one visible in our system was the outstanding invoice for the 2nd trip. After initial contact, we credited 1 hour of labor on the second invoice and charged the customer for the part only. A copy of the PAID invoice was emailed to her on 12/15/21. The second invoice was emailed to her 5 times. Several emails went back and forth explaining the charges and the customer continues to believe she she pay nothing for our services. 

  We will not credit the customer for the first invoice. The time the tech was onsite is legitimate and verified by GPS. The tech needed to remain onsite in order to perform the necessary diagnostic tests that Tech Support requires. 

• Initial Complaint

  11/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In June 2021 we had Mainely Plumbing come to fix a clogged drain in the tub and replace the trip lever. The plumber noticed a leak in a pipe draining from the bottom of the tub. They returned a few days later to replace the pipe. In order to do that, they needed to cut a hole (2 by 3) in the ceiling under the tub. A few days later we noticed a leak in the same spot. Luckily we had not yet had the ceiling repaired. The plumber returned, said that the new pipe had a crack in it and was faulty, and he again replaced the pipe. In July we were billed for both pipes, even though Mainely Plumbing had used a faulty pipe the first time. We notified Mainly Plumbing to complain that this did not seem fair and received no response. We did pay the full ****, with a note stating our opinion that we should not have been billed for the second pipe. Now, three months later, there is again a leak in the same spot. However, this time, the ceiling has been repaired so a new hole will need to be cut in order to do the repair yet again (costing us an additional several hundred dollars). We called Mainely Plumbing. We were told that the service manager would call us. A week and a half later we had not heard from them. We called again and were told they were busy but the service manager would definitely call on Monday morning. We were also told (after complaining about having to pay for a faulty pipe that they installed) that we would be reimbursed for the second pipe. Two weeks later - no return phone call and no reimbursement. We feel we should be reimbursed for the cost of the second pipe, that they should come (at no cost to us) to fix the leak (a third time), and they should pay to have the ceiling fixed for the second time. Thank you for your help.

  

  Business response

  11/08/2021

  We are deeply sorry for this inconvenience. Please allow us the opportunity to correct the issue. One of our representatives will contact you to make an appointment for a return visit to see if we can fix the leak issue. 

  Customer response

  11/08/2021

  [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,
  
  ***************************

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