ComplaintsforMitch Wright Plumbing, Heating & Air

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a brand new outside unit for the downstairs of my house in June 2023. It worked fine until it got cold. I had a service call for them to look at it. They said "you should have purchased a furnace last time we were out" "you could have just financed it". I am selling my house and had no reason or money to upgrade the furnace. So he charged me the service fee to come out, then unplugged both units in my home. (one was working properly at the time of service). So, I had my ex-husband come out and we found that he had disconnected wires in the furnace so it would not perform. We do have pictures. My ex-husband was able to reconnect the wires and the unit works just fine.

  

  Business response

  01/26/2024

  Customer called in with an issue with a no heat- not heating properly complaint om November 14, ****. We sent out ************** to diagnose the issue. His diagnosis was as follows:

  Upon arrival found issue not to be warranty related because we didnt replace the furnace,it is 23 yrs old,customer will owe diagnostic fee
  Found inducer motor and blower motor running but no heat
  The issue today is a failed main limit switch,most likely from running heat with a dirty filter and blower assembly,I bypassed the switch temporarily and then found that the furnace also has a bad gas valve as well. Confirmed it is getting the proper voltage
  Filter very dirty 1-16x25x1
  Duct work,plus blower motor,wheel,and housing very dirty as well
  Blower capacitor weak
  Flame sensor needs to be cleaned
  Due to age and condition I highly recommend replacing the furnace over repairs
  Also informed customer she may want to consider replacing upstairs furnace as well, because it is the same age
  Custome stated she is about to put house on the market
  Todays quote good for 30 days

  Customer was charged a $96.25 diagnostic fee. She paid the fee on the same day.

   

  I called the customer on11/22/2023 to talk to her about the quotes that ************** had given her to repair her system, or to replace the furnace. She was very kind and stated that she had talked to the person that was going to buy her house and he stated that he was going to gut the house and replace both systems. She also stated that she did not want to move forward with the quotes.

  We have no record of this customer contacting us after my last conversation with her on 11/22/2023. I am not aware of a $200 fee that we would have charged her.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been attempting to cancel my monthly maintenance subscription plan since October. I have called on numerous occasions and spoken to several people explaining that I want to cancel the maintenance plan subscription. Each time, I was told that someone would contact me. Nobody from the company has ever returned my calls or indicated that my messages were even received. The maintenance plan fee was deducted from my account in November and December, despite my requests to cancel the plan.I called again on Jan 2nd and I was told that someone would return my call. No one called me back. I called again today, Jan 3rd. I was told that the person that could cancel it was not in.

  

  Business response

  02/09/2024

  I spoke with ****************** via email. I have attached the emails that she and I have exchanged. She agreed to stay on as a Mitch Wright Club member. We went out on 2/6/2024 and performed her maintenance on her systems. As per our last conversation, she is happy with our services. 

  Customer response

  02/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***************************

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

  *********, ** 38637

  
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/3/2023 I had a person from Mitch Wright Plumbing come out to identify a leak/leaks in my home. I am planning on getting new flooring and carpet and wanted to know why my floor in my kitchen was turning black underneath the linoleum. It is an area where I have an outdoor spigot and have had a problem with a different spigot leaking and caused lots of water damage. I told the employee this and he never identified if I needed to repair a leak or not. He did not tell me if the problem was caused by a leak or not. He did refer me to another company in ******* that would charge me between 400 and 600 dollars to find leaks in my home. We had discussed alternative fixes like rerouting all of my water pipes around any possible leaks basically replacing all the plumbing to the home. The cost for that is ********. The reason I called was a possible leak which I showed him. They charge a diagnostic fee or an estimate for repairs 89.95.I was instructed to sign an page on his phone after he told me it was acknowledging that he had received my check. NOT it was acknowledging I was satisfied with his quote/work. There was nothing to read just a signature line. Once he left and I stupidly wrote a check to them I realized he had not given me what I called for and estimate to fix a leak! I have tried to get with ******* a mid level employee to get them to give me a refund she is always too busy and now after ***** calls and messages she is trying to get with a manager. I got the runaround and was patient for a month and a half. Please beware of this company. It is sad because I have used them for plumbing and water heater issues for over a decade.

  Customer response

  12/28/2023

  I have been contacted by Mitch Wright Plumbing. Here is their email to me. This will solve the situation for me. Please resolve the complaint as satisfied

  Thank you

  ****************,
  I have talked to our general manager and he stated that we can give you a refund of your diagnostic fee if you will send me an email stating that you will say that you are satisfied with the resolution of the situation on BBB. Then, go onto the BBB website and actually do that. We are sorry that you were not pleased with our services, as we strive to do the best job possible for our customers. If you have any further questions, please let me know.

  Customer response

  12/28/2023

   
  Complaint: 21001277
  
  I am rejecting this response because: Date Sent: 12/28/2023 10:27:24 AM
  I have been contacted by Mitch Wright Plumbing. Here is their email to me. This will solve the situation for me. Please resolve the complaint as satisfied
  
  Thank you
  
  ****************,
  I have talked to our general manager and he stated that we can give you a refund of your diagnostic fee if you will send me an email stating that you will say that you are satisfied with the resolution of the situation on BBB. Then, go onto the BBB website and actually do that. We are sorry that you were not pleased with our services, as we strive to do the best job possible for our customers. If you have any further questions, please let me know.
  
  Sincerely,
  
  *********************

  Customer response

  12/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *********************

  418 **************

  *******, ** 38611

  
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a member of Mitch Wright Plumbing, Heating & Air. On 11/13/23, Mitch Wright sent a technician to my house for the annual heating maintenance. Before the maintenance, my heating system works without problem. After the maintenance, the technician told me everything works and left. The next week before Thanksgiving, I found the heating for the second zone upstairs not working. The second zone is only for the playroom which I dont use it daily, I think thats why I didnt find out a few days earlier.On 11/27/23, I called Mitch Wright after Thanksgiving, the same technician came to my house, he told me the zone board is bad and need replacement, he quoted me about $1300 for the zone board replacement even the zone board itself only cost about $250. He said he didnt touch the zone board during the last maintenance and the zone board just happened to break right after he left. And he insisted to charge me $79 for this diagnostic trip. I paid him $79.On 11/30/23, I have a technician from a different company come to my house to check the zone board, they found that a wire on the zone board was left aside and not attached to the slot. After he attached the wire to the slot, the heating started working without problem. It turned out the zone board is good and working now without replacement.I called the manager of Mitch Wright and asked for a refund of the diagnostic fee of $79 and asked to cancel the service plan. But they said I need to pay them about $600 if I want to cancel early, because they have provided the heating maintenance which actually messed up my heating system. And they didnt respond to my request for the refund of the diagnostic fee $79 after I called and emailed several times.They need to apologize and reimburse me for the cost, time and energy to deal with these. They messed up the zone board first, then gave the wrong diagnosis that the zone board is bad, and then quoted a very high price to make more money.

  

  Business response

  12/07/2023

  The customer asked that I remove two of her systems from our club membership that we had not installed in her home. She wanted to keep the system that we did install on the club membership. I removed the two old systems from the club membership on the day that we first spoke. She then wanted a refund of the diagnostic fee that we charge to come out to and diagnose issue. Customer was refunded the diagnostic fee.

  Customer response

  12/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *************

  10054 *******************

  ************, ** 38017

  
  

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