ComplaintsforMorris-Jenkins

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unreasonable service fee and estimate.

  

  Business response

  06/28/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  Without any explanation from the customer, this is difficult to address.  We researched our Plumbers notes and saw nothing to indicate there was an issue.  *** standard service fee to come to the customers home and assess what they called us about is $89.  This is shared with the customer when they make the appointment. This appears to be a pricing complaint but in good faith,we will refund the $95.01 he paid.  Please allow 5-7 days for your bank to process this on your credit card.
  
  Thanks again for allowing us to respond.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The date of the transaction was on 4/25/2024. I paid a total of $1,099.31 to Morris Jenkins for them to replace the exposed Pressure Regulating Valve and the expansion tank. I believe I was getting significantly overcharged since other plumbers who stopped by at a later time told me that these two replacements would only cost less than $500. I filed a complaint with Morris Jenkins and one of their manager reached out to me, but he was basically saying these charges were reasonable and there was nothing he could do about it. The invoice# on this is *********.

  

  Business response

  06/24/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  Our **************** Manager reached out to the customer on Friday, 6/21.   We received this complaint that evening.  They had a discussion of his concerns and in good faith we are refunding the customer $375 + tax.   The customer indicated they felt this was a fair resolution. 
  
  A refund for $402.19 has been processed today on the credit card provided.   Please allow 5-7 days for this to post with your bank.  If you dont see it in that time frame, please reach out to us.
  
  Thank you again for letting us respond.

  Customer response

  06/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a service membership for my HVAC with Morris Jenkins. I am finding out that every time they come in for service they propose unnecessary repairs and replacements and charge exorbitant amounts for any work they do.On May 18, 2024, they came to service my HVAC system to have it ready for summer. The technician first told me that my HVAC is very old and needs to be replaced, I asked how much it will cost. The estimate was around $20,000. So I told him that i will wait on that because I do not have that kind of money. Then he gave me a list of other parts that should be replaced to keep the old system working. One of the parts was a capacitor/dual motor starter that was not working within its specifications, He told me that replacing it would help reduce the pressure on the old compressor. So I said sure, I was told that it will cost more than $400. I said yes, because i though that in order to keep the old HVAC going i will need to make that change. Later in the evening after the technician left, I went online to check how much that part cost, I found out that the online price of that part is only $30-40. Which made me very upset. Because I am paying this company a month membership fee of $39 or $468 a year for their services. For which they are support to service my equipment. But then they come and charge me 10 times more than the market price of a part, it is outrageous. I am not even sure if I really needed that part or not. I am OK with paying a market prince with a reasonable premium lets say 20-30% but paying 1000% is not right.The technician also quoted me $500 for adding ********* to the my HVAC equipment which I luckily declined. Which is also way less in the open market than he quoted.Now I am not sure, if i trust their advise or not. I think they are abusing their customers and engaging in price gouging. They try to gain access to the home by offering memberships but then abusing their customers.

  

  Business response

  06/27/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  When a customer calls us with a problem concerning their A/C or heating systems, our goal is to assess the issues, present options to the customer and allow them to choose which option is best for them.  In this case, the customer chose to repair his system.
  
  Our Service Manager reached out to the customer to address his concerns.  ********************** provides a complete service for our customers and not just a part from the internet. Morris-Jenkins offers same day service in many situations, trained and certified technicians that can provide an education to customers not only on how things work, but also on the latest codes. We also have trucks that are stocked with many parts to make a same day repair and we offer service until Midnight and on weekends with no after hours charges.  Customers also benefit knowing that there is a warranty on our work as well as the parts.  If something isnt right, we will take care of the customer and make the situation right.   All those things come at a higher price than simply buying a part somewhere.
  
  Hopefully after the conversation with our Service Manager, the customer no longer thinks we are trying to take advantage of our customers, but just offering a different and elevated service for people to care for their heating and air conditioning systems.
  
  Thanks again for allowing us to respond.

  Customer response

  06/27/2024

   
  I am rejecting this response because:

  I do not agree with their business model. Im already paying them a premium every month, which is approximately $50 for the premium service theyre providing.
  But then to come into my house and tell me that they will replace a part which is costing $40 and then charging me $400 for it is unacceptable.
  If you look at the invoice that I have attached to the initial complaint , there is no breakdown of the price and labor they charged.
  Please forward this complaint to consumer protection bureau for further investigation into their business practices. 

  

  Business response

  06/28/2024

  We are sorry this customer doesnt agree with our business model.  We have been in business since 1958 and have utilized this business model for many years.  We have over ****** ****** reviews with a 4.9 (out of 5) rating.  We make every effort to make the whole Morris-Jenkins experience easy for our customers to do business with us.  We have flat rate pricing, which includes parts, labor to install them and the benefits mentioned in our prior response.  Our service may not be for everyone.
  
  In good faith, we are going to refund this customer half of what he paid. We will refund $223.10 to the credit card used.  Please allow 5-7 days for the bank to process.
  
  Thanks for allowing us to respond.

  Customer response

  06/29/2024

   
  I am rejecting this response because:
  I am not filing this complaint because I am looking for a refund for the service provided, I am filing this complaint because Morris Jenkins business model is not a fair market practice. The company is involved in the business of price gouging and taking advantage of the customers who do not know the details of the work they do and how much they are being charged for it. That is the reason why I am raising this issue. I want ************************** to audit this business and share their findings with the public. If BBB can assist with forwarding this complaint to the ************************** the that then it would be great if not then I will go ahead and file a separate complaint with them myself.
  Please do not refund me 50% of the service charge, i am not interested in that. I am filing this complaint as a good citizen of the society who wants to make sure that other people like me are protected from this scam.

  Thank you!

  
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 23, Morris Jenkins came to my home to fix my aircoditioning.My bill for that service was 647.96.Shortly after my airconditoner stoped working again.I called another company to repair my airconditioner.They replaced the thermostate,it works fine now.

  

  Business response

  05/16/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  Were sorry to learn that this customer is experiencing an issue.  They called us out on April 22 because their A/C was not coming on.  Our technician performed a thorough evaluation and found that the contactor failed and it burned out the transformer in the air handler.  He received permission from the customer to replace the parts.  The system was functioning properly at that time.
  
  Our Service Supervisor has reached out to this customer and left 2 messages once we received this complaint.  This was the first we had learned that there was an issue after the parts were installed. Instead, the customer chose to contact a different company to assess and apparently install a new part. 
  
  Morris Jenkins stands behind our work 100% and because this customer is a Priority Advantage member, there is a 2-year warranty on the parts.  However, we need to know there is an issue before we can help.  We have left 2 messages with no return call.  Wed like to help this customer and take a look at the situation to make sure everything is working properly now.
  
  If we hear back from this customer, well do whatever is necessary to correct the issue and make it right.
  
  Thank you again for letting us respond to this concern.

  Customer response

  05/20/2024

   
  I am rejecting this response because:
  It. Is unacceptable 

  

  Business response

  05/23/2024

  We are sorry the customer isnt satisfied with our response.  On 5/21, our Service Manager was able to reach the customer to have a discussion. He explained that when the tech arrived, the transformer was burned out.  He replaced that and when it didnt start back up, the next component to consider is the contactor.  When that was replaced, the system started running again. That indicates some sort of surge or spike in the electricity from a utility or possibly a thunder/lightning storm.  Since the system was operating properly at that time, the technician left.
  
  Because of the surge, it can also compromise other components that surface later.  In this case, the thermostat was affected. 
  
  We understand that it can be frustrating when multiple parts fail.  In good faith, we will refund $400 to the customer.  The customer indicated that he was satisfied with the outcome. This will be refunded to his original form of payment.  Please allow 5-7 days for it to appear in his account.
  
  Thank you for being a Morris-Jenkins customer.  

  Customer response

  05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January Morris Jenkins installed a Well Filter, however it turns out it was installed between the pump and bladder tank which was not done correctly according to code. The well repairman told me that the placement of the filter caused the bladder tank to get waterlogged and needed replacement. Altogether the cost was $1K each.

  

  Business response

  05/08/2024

  Thank you for passing along our customer's feedback and allowing us to respond.  We strive to have happy customers and if for some reason they aren't, then we work to provide a resolution.

  Our Plumbing Manager has reached out to this customer and resolved the issue to the customer's satisfaction.

  Thanks for the opportunity for us to address this.

   

   

  Customer response

  05/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

   

  Hi, I put a complaint for Morris Jenkins but they refunded me so please cancel the complaint.

   

  Best,

   

  Ben

  
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was informed by the county that I need to preform a backflow testing. Check rates with multiple approved backflow testers and choose this company since they had the best rates ($89) and good reviews. Technician came out and said he will charge total of $399 for backflow testing. And if we dont get the test done soon country with cut our water. So, I panicked and let him continue with the test. Then he came back and said backflow needed to be replaced. And if we dont get it replaced itll poison the whole neighborhood and get people sick. Again I was too worried the damage it can cause So, I accepted his suggestion to replace the backflow unit. He charged me $2545.99 for the complete job. Asked for the detailed invoice and he sent me an invoice with a paragraph of whats done. No line item for parts and labor. Upon researching and talking to my neighbors everyone mentioned that the company has ripped me off big time. As per my research backflow replacement cost is around $800-$1400. Why a company can charge absurd amounts of money for service like this? This transaction and service seems to be very unfair for the homeowner.

  

  Business response

  04/23/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  Our **************** Manager reached out to the customer yesterday.   They had a discussion of his concerns and in good faith we are refunding the customer $335 plus tax.    The customer indicated they felt this was a fair resolution. 
  
  A check for $357.61 will be mailed to the customer as we dont have a credit card on file to refund against.  Please allow 7-10 days to receive the check.  If you dont receive it in that time, please reach out to us.
  
  Thank you again for letting us respond.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a not so great previous experience with Morris Jenkins and actually talked to the Manager on the phone. I requested to have to service fee (believe it was like $125) refunded. When I spoke with the manager he stated I was not charged a lump sum service fee. However, after reviewing a couple months credit card statements they are charging me for the service fee over 6 monthly payments (per the representative I talked to on the phone). I texted the manager back last week regarding the issue and they never responded. I would like the $21.44 charged to me on 11-01-2023 and 10-04-2023 refunded as well as the remaining balance removed.I should not have had to file another complaint regarding this issue. Please contact me at the # below.********************* ***************************************************************************************** ************

  

  Business response

  11/10/2023

  Thank you for allowing us to respond.  Unfortunately, after speaking with the customer in August, it was mistakenly not communicated to our ***************************** that he wanted to move forward with canceling his membership.  It was an honest error and we are very sorry. Our Service manager reached out to him yesterday and explained the situation.

  We are processing the cancellation for your membership and submitting a refund request to our accounting department for $42.88. That is the total you paid for September (10/4) and October (11/1) billing.  You will have a $0 balance at that time.

  Again, we are very sorry for the oversight.  As requested, you will be reimbursed with a check.  Please allow **** days to receive it.  Should you not receive it in that time frame, please call our office and we will assist.  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/29/23 Paid $15,300.00 Requested itemized invoice of unit and labor. I was told the unit cost included labor and they did not itemize. This causes me to believe I was overcharged.Model description is 2T PKGGAS **** SEER2 60K 1P.Daikin model DP3GM2406041 Serial number **********

  

  Business response

  09/14/2023

  Thank you for passing along this customers concern.

  
  Due to the complexity of an AC system, there are many aspects involved when pricing is established.  It takes into account the unit itself, parts for installation, refrigerant needed, the evaporator coil, the labor to install and so on.  We package all of that together to offer a flat rate price for the customer.  Much like buying a vehicle, the dealer offers flat rate pricing that includes the body of the car, all the parts necessary, the labor to assemble it, the freight to get it to the dealer,etc. 

  
  Flat rate pricing simply means that the customer is assured that the pricing wont change from what is promised.  They know upfront and can rest easy knowing the price isnt going to change if for example, it turns out to be a more difficult installation.  Additionally,her flat rate pricing includes an extended 12-year parts and 5-year labor warranty.

  
  If this customer has any additional concerns, she may feel free to contact our Sales Director.

  
  Thanks for allowing us to respond.

  Customer response

  09/17/2023

   
  I am rejecting this response because:
  Although I dont want to waste another HVAC companys time to give me an estimate for this same unit, I have found on PICK HVAC website, a Daikin 2 ton unit cost and cost installed. I attached the chart. Even at the largest price, the installed unit would cost $8,485.00.  There is a large difference in $8,485 and $15,300!

  i do not buy the hypothesis that the unit and labor are included in the price. The company Is too lazy to take the complex process and break down the cost for the consumer! 
  

  I request the itemized statement of cost for my unit, even though it might be time consuming for Morris Jenkins, do your job correctly.

   

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

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My upstairs AC went out and called Morris Jenkins. They came out on Friday August 11th. The service technician inspected everything and then provided a quote in writing for over $2,000 for repairs. It was literally in the high 90's for the last couple of weeks and I feel like I did not have much of a choice in the matter.I reached out to another HVAC company and was quoted $1,100 to fix my AC unit. At this point, Morris Jenkins was trying to take advantage of me as a consumer knowing I did not have any choice or options. How can you have two different quotes with a difference of $1,000 for the same repairs? I'm not sure who else has been over-charged, but wanted to bring this to the public's attention so that they can make an informed decision and not get ripped off.To make matters worse the technician parked his truck in my yard leaving a large tire trench (have video and pictures of truck in my yard). This will cost me money and time to fix.I was then charged $130 for the service call since I was not using Morris Jenkins for the repairs.I would like for the Office of the President to give me a call and let me know what can be done at this point.Sincerely,********************* ***************************************************************************************** ************

  

  Business response

  08/29/2023

  Thank you for allowing us to investigate and respond to this complaint.  It is certainly our intent to have satisfied customers.
  The customer called us on 8/10/23 and joined our Priority Advantage program covering one of the two systems at his home.  The technician came out the next day to perform the maintenance on the system.

  
  The customer then mentioned that his upstairs system wasnt working.  The technician diagnosed the issues and provided the customer several repair options.  At that time, he chose not to repair it.  Within a week the customer reached out to us to cancel his Priority Advantage agreement.  When a customer has already had their first maintenance and they cancel within the first 6 months, it is a customary practice that they will owe the standard price of a Tune up, which is $129.  We are sorry he feels like we were taking advantage of him due to the heat.  Our prices are the same, no matter what the time of year. 

  
  When he called in to express his concerns and cancel the Priority Advantage agreement, the ************** employee did not charge his account $129. Rather, she contacted our ****************** to reach out to the customer.  One of our supervisors spoke with the customer and let him know we will waive the fee and h*** owe nothing.  At that time, he didnt mention the yard damage.

  
  Since this complaint was filed, our Service director spoke with the customer and assured him he had not been charged.  The customer is going to send us pictures of the yard damage and we will reimburse him the cost of the repairs.  The customer seemed satisfied with the outcome.
  
  Thanks again for allowing us the chance to respond.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  CLT Water note left @ door I had a water leak. Water bill came, panic set in. Made several calls, Morris Jenkins came out. I explained in detail. Leaky pipe located using electronic device. Pipe in slab. Options to replace. Summation: No detailed labor / parts. Only brief summations showing brief sections of descriptions for work / parts planned. ******* muttered these by scanning down his electronic device screen only he could see. After I had written a check, he sent emailed Your Order(S) No discussion / time for me to review to gain knowledge of planned work. ALL questions concerning work were answered with Flat Rate OR REQUIRED Upgrade? Bottom line, not including first brief visit, total work / parts cost was over $600 per hour.Ex: toilet repair, I asked for the water cut off to be replaced, nothing else! He ignored me and replaced everything he could.He demanded to see upstairs bath. He cocked his head and said I hear something. After I gave him a what the %%@%@ look, he quickly stated Oh, must be the air flow in the ducts. If his hearing is that sonar keen why did he need equipment to find pipe with water flowing out of it? Shopping!I emailed MJ asking for cost breakdown. Their email and my reply is attached. They said they cant do that because There is so much more that goes into our pricing besides straight parts and labor. Our pricing includes our ability to have a contact center, dispatch department, purchasing department, warehouse, IT etc. Nothing more than overhead, which everyone has, I replied! Coverup!In my seventies, with hearing aids and recovering from eye surgeries (which I told him about so that he would actually look at me while talking, explain things and hopefully enunciate! Got none of this. I definitely feel like I got swindled. Attachments included. One is of sloppy work by plumber.Part of resolution: Copy of Law stating NO repairs w/o ALL Required Updates! This sounds anti customer (no time for quotes allowed)

  

  Business response

  07/07/2023

  I wanted to provide an update.  Prior to the customer filing this complaint, we have been working to resolve these issues with him.  We have provided him the documents asked for in this complaint.  We are again reaching back out to the customer in an attempt to resolve this matter.  I will update you again once we hear back from him.  Thank you.

  Customer response

  07/08/2023

   
   the business reply is FALSE. NOT provided all documents requested. Have provided excuses as to why no  details included  requested. And I say UNNECESSARY part replacement because of the toilet repair(s)! ** did not comment on that! ** has refused my FLAT Rate repair bill for their sloppy, if not dangerously executed plumbing work. "Flat Rate" is always quoted by ** as the reason for ZERO details. ** refused to pay my Flat Rate bill!  Also, the BBB Resolution included a request for Name / Address of board regulating plumbers. Not been sent! Not provided: Copy of Law stating NO repairs w/o ALL Required Updates! Copy of a CODE from a book does meet the requirement of "LAW." Also code does not say NO Repairs w/o ALL Updates, whether they apply to the repair or not. NEEDED repair(s) to stop leak from a COLD WATER line and the needed repair to replace a non functioning cut off for COLD water line at toilet. Hot water heater has ZERO to do with a COLD WATER line. Take the last two above sentences. Is Morris Jenkins saying their interpretation of the copied page of "CODE" is : major water leak in slab can NOT be REPAIRED, thus possibly leading to causing damage to stability of slab, letting continue extreme water bill(s), unless their (MJ) shopping list of Updates/Repairs are ALL made immediately at the same time? If so, what is Name / Address of who issued the book that MJ copied code from? That has not been revealed. And, just think, that might could have avoided this conflict! How? Their (the code writers') interpretation of "law" and whether or their CODE is a LAW that means NOT allowing the consumer to get the source of a major leak in the slab foundation water line break repaired/ fixed thus stopping potentially dangerous damage to continue/ occur? 
  
  

  

  Business response

  07/12/2023

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns.  Our goal is to have satisfied customers and if for some reason they arent, then we work to find a resolution.

  The customer first reached out to us on May 5, 2023 concerning a high water bill and a potential leak spotted by ************************* had also mentioned that he had a toilet that ran all the time.

  
  Our Plumbing director has had many email exchanges with the customer over the last month trying to resolve the issues and provide to him what he is requesting.  While the code book he is asking about doesnt specifically address bringing equipment up to code before making repairs, as a competent contractor it is absolutely our responsibility to make sure we leave the home in a safe manner.

  
  Im sorry this customer isnt happy with the service.  As noted, we strive to have happy customers,but on the occasion they arent, in good faith we will refund all the customers money for this service. We are issuing a refund for $7,699.48.   Please allow **** days to receive a check in that amount.

  
  Thanks again for passing along our customers feedback.
  

  Customer response

  07/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. I ask that the Final Resolution, in order to close this complaint, be my receipt of promised check of promised amount. I will notify the BBB when such has occurred. ****'s stance of standing behind and supporting the customer's satisfaction is appreciated.
  
  Thank you. 
  

*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. ↩