Complaints

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Around December 19, 2023, using a telephone number advertized in a neighborhood magazine (Stroll), we called the Maynor Service Company. The information given by the staff was inaccurate and misleading in the following way. (1) We were told that for a charge of $ 129, the plumber can fix the running toilet and leaking shower; parts extra. Additional labor charges were not stated. (2) When asked if the technician will be a master plumber, we were put on hold and later informed that "he can do it", without clarifying if the technician was a master plumber. Upon visit on December 22, the technician informed us that $ 129 is the charge merely for him to visit and diagnose the problem. He quoted charges for changing the flap valve, which would be around $ 250 in addition to diagnostic charge of $ 129. We mentioned the usual practice of service technicians applying the visit/diagnostic and deducting it from the charge for total service provided. He said that is not his company policy. He also confirmed that he was a certified plumber but not a master plumber. We rejected the service proposal and paid the Invoice for the diagnostic services in full. We believe that the Maynor Service Company should instruct the telephone service staff to accurately quote charges for services and send their pricing in writing in an email before the service call is made. We also feel that the diagnostic services charge for this visit should be waived in part or fullly because we were misinformed by the company staff.

  

  Business response

  12/27/2023

  It is our policy to always explain the diagnostic fee and our pricing. We apologize for any miscommunication. 

  We will refund the diagnostic fee. The refund check will be mailed out around January 15th. 

  Customer response

  12/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, assuming that the refund check arrives as indicated in the response, is satisfactory to me. Thank you.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  O9/28 appointment did not show up during 3 hour window, no communication.Did not understand what needed to done despite communication with HVAC, King's.Led me to believe $134 service call fee would be applied to bill.Overcharge for mending 2 shark bite corners only, which had nothing to do with original call.Underlying service call reason left unaddressed.FOR WHAT WAS (NOT) DONE, REFUND EVERYTHING BUT $134 SERVICE FEE AND COST OF PLASTIC PARTS OR ADJUST BILL TO $134 SERVICE FEE + TAX + PARTS AND HAVE SKILLED PLUMBER CONTACT KINGS MECHANICAL TO DETERMINE WHAT NEEDS TO BE DONE, THEN PROVIDE A PROFESSIONAL ESTIMATE TO OBTAIN COST EFFECTIVE SOLUTION. GENUINE APOLOGY FOR NO SHOW, NO COMMUNICATION, RESCHEDULE OR ACCOMMODATION. WHAT IS 3 HOURS OF MY TIME WORTH?

  Customer response

  10/03/2023

  The complaint is against Maynor Service, NOT Kings.

  

  Business response

  10/06/2023

  The customer was advised by our ********************** admin supervisor we cannot accept third-party information from another company and we always work off of our own diagnosis of the issue at hand. The diagnostic fee is made ** in part by the wage of the technician coming to the house, the cost of the vehicle, and the actual diagnosis of the issue.
  ************** did come to the house outside of the service window due to being involved in a multi-vehicle accident which contributed to the delay;  our office did not convey that message appropriately and we do sincerely apologize about that.
  We feel that our charges are justified and fair, as a show of good faith we are sending the customer a check for over 50% of the original invoice price.

  Customer response

  10/06/2023

   
  Complaint: 20686739
  
  I am rejecting this response because:

  I need to know first what Maynor means by, before accepting:  "We feel that our charges are justified and fair, as a show of good faith we are sending the customer a check for over 50% of the original invoice price."

  Does this mean $200 refunded off a $380 bill?   As my complaint said, they earned only the $134 service fee + 2 plastic parts so the refund needs to be at least $225. They never diagnosed the problem that the call was for.
  

  I appreciate their apology for no-show on the 3 hour appointment, but it seems insincere since it was offered after-the-fact, seemed forced, nothing was offered to compensate or accommodate.
  

  Their statement is not true.  "The customer was advised by our ********************** admin supervisor we cannot accept third-party information from another company and we always work off of our own diagnosis of the issue at hand."

  In addition to refunding $225 for service (not rendered), I need Maynor to admit that their technician WHILE AT MY HOUSE SPOKE WITH ***** AT ****** MECHANICAL BY TELEPHONE TO ASK WHAT THE PROBLEM WAS WITH THE ***** VALVES.... they never advised me they could not accept third-party information, in fact they sought it.

  1. $225 refund

  2. Admission they contacted ****** for "third party information"
  

  (I wasted 4.5 hours time and $380, the plumbing problem was not fixed and Maynor shows no interested in helping me get it fixed, but 1. and 2. would be acceptable).
  
  Sincerely,
  
  *********************

  

  Business response

  10/17/2023

  The check being mailed to the customer will be sent as requested. 

  The technician did advise he talked to someone at King's and then proceeded with his own expertise for the issue. We apologize for any inconvenience. 

  Customer response

  10/17/2023

   
  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.
  
  Sincerely,
  
  *********************

*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. ↩