Complaints

This profile includes complaints for Morris-Jenkins's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Morris-Jenkins

  13725 S Ridge Dr Charlotte, NC 28273-7279

  
• 

  Morris-Jenkins

  PO Box 410167 Charlotte, NC 28241-0167

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing this complaint against Morris-Jenkins regarding an unacceptable repair charge for our ******** ***** water heater, which is only three years old. We purchased this unit through Morris-Jenkins in good faith, specifically choosing a premium brand with the expectation of quality and reliability. After investing over $4,000 in this unit, we are now being asked to pay an additional $846.20 for labor to repair a manufacturer-covered defect. Issue Summary: On a recent service visit, Morris-Jenkins diagnosed our water heater with a bad thermopile, requiring replacement of the gas control valve and pilot assembly. ******** ***** approved these parts under warranty, yet Morris-Jenkins is insisting that labor is not covered, charging us an exorbitant fee of nearly $800 just to install the replacement parts. Why This Is Unacceptable:1.Quality Concerns: A premium water heater should not require major repairs within three years. The fact that critical components are failing this soon raises serious concerns about product reliability.2.Loyal Customer Relationship: We have been loyal ********************** customers since 2011, purchasing two ************* this water heater, and subscribing to the Priority Advantage membership for over a decade. We also have routine preventative maintenance performed twice a year. Given this long-standing relationship, it is unreasonable to expect us to absorb such a significant and unexpected cost.3.Good-Faith Obligation: Morris-Jenkins has profited from our business for years, and we have consistently relied on their services. Covering this labor charge as a good-faith gesture would be the right course of action.Desired Resolution:We request that Morris-Jenkins fully cover the cost of labor for this warranty repair. If they insist that we pay this $846 charge, we will have no choice but to take all of our future business elsewhere, including HVAC servicing, future system replacements, and ongoing maintenance.

  

  Business Response

  Date: 05/05/2025

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  We truly appreciate this customer being a long-standing member of the Morris-Jenkins family.  We value his trust and loyalty.    
  
  Unfortunately, even with high quality products, just like cars, parts can fail much sooner than they should.  ******** ***** has a high-quality product that we have very few issues with. Unfortunately, this customer experienced a part failure.  While his labor warranty has expired, in good faith we will install the parts with no charge to the customer. 
  
  We are sorry he experienced an issue at all, but hopefully we can help restore his confidence in choosing Morris-Jenkins.  We will make a note in his file that when the customer is ready to make the repair, we will cover the cost.
  
  Thank you again for being a loyal member of the ** family!

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/10 ****** ****** a technician with Morris Jenkins came out to perform a leak search and he determined that the leak was coming from a bad shower drain connection around the shower pan. We agreed to have this repaired. ****** then begins to use an electric hand saw to cut the drainpipe out. On 3/30 we reached out to Morris Jenkins and advised them that there was another leak. They agreed to send another technician out (**** ********). **** determined that the shower pan was cracked, and it was causing the major leak. I advised **** that prior to the repair on 2/10 there was no crack in the shower and that the damage was caused while ****** used the electric saw to cut the pipe out of the shower drain. Which in doing so caused the shower pan to crack underneath and begin to spread. **** advised that he could not make that call and that he would need to escalate it to his manager because they did not do repairs to showers. ****** ********* come out on 3/31 to look at the damages. ****** advised that he reach out on 4/4 in regard to the damage. I was not until 4/10 when I reached out and he advised that he feels like they did cause the damage, and they would repair it and also refund the $857 that was paid on 2/10(I have this in written via email). He provided an estimate of $9400 to repair the shower but stated that we would need to pay half of the cost. He also stated that this service would be provided through sub-contractors hired through their company and only offer a 2-year warranty. I declined having 3 different contractors come in my home and requested that they give me their portion and I go with a reliable known company that specializes in showers and would offer me a lifetime warranty. They are refusing and I have now been without a shower for 2 months.

  

  Business Response

  Date: 05/01/2025

  Our response exceeds the maximum length for the portal.  Sent response to our BBB contact.

   

  Thanks

  Customer Answer

  Date: 05/01/2025

   
  I am rejecting this response because: The issue is not about the company taking responsibility on the damage they caused, the issue is that they are trying to force me to accept outside unknown contractors to do the work. They are waiting me to pay ******* to someone that Im not comfortable with nor have any idea of who they are. Ive never known a company to try and force a consumer to pay for something they dont want. 
  
  

  

  Business Response

  Date: 05/05/2025

  We are sorry the customer doesnt find this acceptable.  Given that one of the cracks to the drain pan already existed prior to our first visit, we feel these 3 options for the customer to choose from are a fair compromise.
  Option 1- The same option as stated above- Customer pays 50%of the new shower install by Morris-Jenkins and using an internal Morris Jenkins employee to complete the sheetrock work, of which we will cover the cost.
  Option 2- Morris-Jenkins will pay 100% of costs for a qualified third-party contractor to fix the shower pan that has damage and an internal Morris Jenkins employee to complete the sheetrock work.
  Option 3- We will refund the customer the monies spent with ********************** for the service work on 2/10/25, which is $857.  The customer can move forward with his own repair/replacement plan.

  Customer Answer

  Date: 05/09/2025

   
  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.

  Option 2- Morris-Jenkins will pay 100% of costs for a qualified third-party contractor to fix the shower pan that has damage and an internal Morris Jenkins employee to complete the sheetrock work. Please contact us immediately to have this completed and avoid litigation proceedings. 
  
  Thank you. 

  
  

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a Daikin HVAC system installed 6/29/2016 by Morris Jenkins, with a 12 year warranty. Had Morris Jenkins monthly plan. Had my hvac serviced 2 times a year. Called April 5, 2025 because Hvac was not cooling. Morris Jenkins was giving me the run around about my appointment. When Morris Jenkins tech. came out. Showed me video where the leak was in the coil in the attic. The tech did not mention anything about bacteria growth. Got a quote for labor and refrigate $2,100 or more. Got a second opinion from **** ***** saying I should get a new unit because of the bacteria growth and he showed me pictures. Morris Jenkins did not say anything to me at all about that. My breathing could have got alot worse.

  

  Business Response

  Date: 04/22/2025

  
  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  Our Service Manager reached out to this customer and spoke with him regarding his concerns.  Our manager has an appointment on Thursday, 4/24 to perform a full evaluation of the system and discuss the situation with the customer.
  
  We will update this response once we have a resolution.
  
  Thanks for passing along our customers concern and allowing us to resolve the issues.

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 18, 2025, Morris Jenkins arrived at my home to repair my furnace. The day before, they had quoted me $12,000 for a new unit and installation. After researching, I realized the unit they offered wasnt the best quality for that price. I explained my concerns over the phone and chose repairs instead. They assured me they would arrive around 10 a.m. but didnt show up until after 11:30.When the serviceman arrived, my daughter greeted him and led him to the thermostat and furnace. Instead of simply doing the work, he asked her, Are you sure you want to do $700 in repairs on a 20-year-old unit? She told him, That is what she (my mother) wants. He began the repairs and, after 30 minutes, left, assuring us everything is running.But when I returned home, the house was still cold. The thermostat showed no change. I had no choice but to rely on my fireplace and space heaters to get through the freezing temperatures from February 18 to 20. I was frustrated but assumed it was just an issue with the old unit.Then, on February 21, I woke up to water leaking from my bedroom ceiling. Panicked, I called Morris Jenkins again since they offer plumbing services. A serviceman inspected the leak and discovered something shockingthe hose that should have been connected to my furnace had somehow been attached to my water heater. This mistake caused a buildup of pressure, leading to the failure of my water heaters reserve tank.I asked the plumber, Could this mistake have put me in danger? He simply threw his hands in the air and called the office to send an HVAC **************, Im left with a broken furnace, a failed water heater, and water damagecostly repairs I never should have faced. I trusted this company for years, only to be left in the cold, both literally and figuratively. Instead of feeling safe in my home, I feel betrayed, helpless, and deeply disappointed.

  

  Business Response

  Date: 02/27/2025

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  The customer called us on 2/17 because her heat wasnt working.  Our customer service representative was able to give her an appt within same window of time when she called.  She also set a separate appt for 2/21 for a whole house Plumbing inspection, which is complementary once a year being a Priority Advantage member. 
  
  The customers system is 20 years old.  After assessing the situation, the **** tech gave her an option to repair the system or replace it.   She called us back later that evening and decided to repair it.  A tech came out the next day and made the repair and the system was running when he left.
  
  On 2/21, our plumber arrived to do the plumbing inspection.  He noted the items he found that she might want to consider getting repaired.  He noticed that part of the **** flue pipe had separated by the **** unit.  We sent out another **** tech to address the heat that had stopped working again and while there, put the 2 pieces of pipe back together.  Nothing was ever mentioned about a leak on the ceiling from early that morning.  When we left, the heat was working.
  
  We have had a Supervisor, Director and our President reach out to this customer.  We have had to leave messages and have had no response. We would be glad to come take a look at the situation if she had responded.
  
  In good faith, we will refund her the $700 she is requesting.  It will be returned to the original form of payment.  Please allow 5-7 days to see this on your credit card statement.
  
  Thanks for passing along this concern.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Generator Installation The generator unit was not placed where I was told it would be. The plumbing supervisor showed me where the unit would be installed and how far away from the deck steps when completed. It would be functional as well as it would look nice on the rock bed when finished. The final installation was 4.5 feet from the deck steps instead of 3 feet and the gas and electric lines exit the ground 2 feet in the yard out front of the generator. The Quikpad gel unit the generator is resting on was never activated with water to comply with wind requirements. I contacted Sales *** Dec. 18, 2024, and was told he would not be able to provide the resources to relocate the unit. The unit is supposed to add value to your home and should not take value away. A price of $19,300 should provide a turnkey job with complete customer satisfaction.A simple fix would be to move the generator 18 inches back, so it is 36 inches from the steps extend the trench and extend plus reconfigure the gas line with a couple of elbows and bury the electrical and gas lines as close as possible alongside the generator.

  

  Business Response

  Date: 01/06/2025

  Thank you for forwarding the customer's feedback to us,we appreciate the opportunity to address our customers concerns. 

  
  We have been in contact with the customer and our Plumbing Supervisor met with him Friday.  After assessing the situation, we will be shifting the placement of the generator and pad. We will also move the gas line based on our meeting with the customer. Additionally, we will add water to the pad to secure it. We are sorry the customer was initially not satisfied with the job.  We look forward to making the adjustments on Jan. 7 and ensure the customer is happy.

  Thanks again for passing along our customers feedback.

  Customer Answer

  Date: 01/10/2025

   
  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

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Morris Jenkins has been to my house several times, and always comes up with an estimate of at least $1,000 no matter what the original issue is.Just recently, our hot water went out. Morris Jenkins came out, and proceeded to tell me that we needed a new gas line installed, a new venting system, and a new drain. Mind you, the hot water heater was new in early 2023. They refused to light the pilot light, saying it was too dangerous.I then had to call out the plumbing company that had installed the hot water heater. They said everything was fine and relit the pilot ******** the past, I have had Morris Jenkins out because of a plugged toilet. They gave me estimates for new toilets. We don't need a new toilet. We just needed it unplugged.They have a habit of providing extremely costly estimates and scaring homeowners into making costly repairs.

  

  Business Response

  Date: 09/26/2024

  Response has been sent to our contact at BBB as it exceeded the word limit.

   

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this house as is July 2022, and became a VIP member. $520 in total has been drafted to date. 4 maintenance visits. 1st guy sat on a trunk in my basement looking at ********* I seen him on the camera. When I went downstairs he criticized my duct work, tinkered with a couple things, checked the temperature coming out of the vent, and left. No filters anywhere cleaned. The next guy of Asian decent came and he was cool, he didn't mind me shadowing him and seemed seemed to know his stuff. He was the 1st ****** I seen clean the outdoor unit properly, but he didn't clean the indoor filter. I wasn't here for the 3rd guy, but he walked around my u finished basement pulled apart the seams of my duct work to take pictures and talked about how I need a new this and that, how my unit is a dinosaur piece of s*** and how I needed to spend 30k on a new one. Not knowing the situation with the house, nor me, he was a****** Of course when I called the office, I was the liar, and "you weren't even there" thrown in my face. When I told them I seen him on camera, the lady hung up on me. Indoor electronic filter still not cleaned. I delayed this last visit, mixed emotions and all but the guy came yesterday. He wasn't knowledgeable, nor professional. When I seen him doing things I'd never seen I asked questions. He didn't like that and his reasoning was, "it's like going to a mechanic, no one works the same" I told him my car wasn't broken, I just need a proper cleaning. I asked him if they had a checklist, he said no. There's not enough characters available to tell you everything, but **** didn't know what he was doing. His report is a lie. When I submitted my feedback, I was attacked called a racist because I used the word Asian. As a ****** of color who experiences real racism almost every time I leave my home, I'm ******. Of course ************************* the ****** who said this is in fact white. Look at all their responses on here, THEY NEVER EVER TAKE ACCOUNTABILITY!!!!!!!!!!!!

  

  Business Response

  Date: 09/13/2024

  Thank you for passing along this customers concern. 

  
  We have contacted the department heads and after reviewing this concern and past interactions with our technicians, have decided to end the relationship with the customer. 
  As the customer requested, we will be issuing a full refund for the Priority Advantage membership since 2022.   A refund for $520 will be made back to the credit card on file. Please allow 5-7 days for this to process back to your card.

  
  Thanks for allowing us to respond.

  Customer Answer

  Date: 09/17/2024

   
  I am rejecting this response because:
  

   

  I have read the message, and am not fully satisfied with their response.  Like every single other complaint, they NEVER TAKE ACCOUNTABILITY and apologize. I am happy to be returned the money for services that I never properly received,  but the insinuation that I am a racist or difficult client which results in the termination of a contract, does not sit well with me at all. Perhaps is because they do not like being under video/audio surveillance where the lack of knowledge and experience can be witnessed by others. I have never been disrespectful to any technician providing services to my home, as their response insinuated. I would like them to take accountability and apologize. I can not accept the Defamation of my character, nor the slander communicated by *************************. I'm so upset, as a person of color, an activist for equal rights, and fight against prejudice, ******************* doesn't even have 1 black friend on her ********* Like I said in my response to her, only a real racist would project such an idea from a description that I gave to identify a technician.  Even when you call 911 you are asked race, skin color, etc....which is an unfortunate part of life and this ugly world we live in. It seems when ** sold out to a corporation, giving them the majority, the original core values have become obsolete. Again, I appreciate the refund, and I would like to see accountability and recieve an apology.  At this time, that is all I'm asking for. BBB, thank you so much for your service. 

   

   

  ******************;

  
  

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Morris-Jenkins Heating and Air Conditioning located at *******************************************************************************, regarding a repair service conducted at my residence on December 21, 2023. The service was intended to fix a blocked sewer pipe caused by tree roots. Three workers from Morris-Jenkins spent approximately half a day on the job, and the total charge for the service was over $5,000. During the repair, the water supply pipe adjacent to the sewer pipe was damaged by the workers. The team fixed the damage with a new pipe connector and restored the water supply, I have photos documenting the water supply pipe with the new connector. I would like to emphasize that my water supply was functioning perfectly before this incident, and I did not request any inspection or repair of the water supply line from Morris-Jenkins. Therefore, I believe Morris-Jenkins should take full responsibility for the damage caused, including covering potential future repair costs and necessary water quality testing. Currently, there is no documented quality check for the water line reconnection, nor any indication that a water quality test was performed. This raises significant concerns about the water quality and the long-term reliability of the water supply, which could result in substantial additional repair costs. Given the situation, I request that Morris-Jenkins address the following: Compensation for potential future repair costs related to the water supply line. This includes any costs that may arise from issues directly related to the repair conducted by Morris-Jenkins. Coverage of the cost of comprehensive water quality testing to ensure that my water is safe to use and to provide peace of mind. Provision of a guarantee for the additional repair work, including a promise to address any future water line issues that may arise from the recent repair at no extra cost.

  

  Business Response

  Date: 08/30/2024

  This customer reached out to us with their concern on 6/16/24.  Our Plumbing Supervisor reached out to the customer by phone but was told he wasnt available. We left a message to return our call.  The Supervisor also sent an email addressing the issues. Perhaps the customer didnt receive either of these communications.

  
  The repair that was made on the line will be covered by our warranty and cover any costs that are directly related to our repair.  He also included the signed proposal in the email that explains our warranty.  Additionally, we will guarantee any future issues that arise from the recent repair work. Pre-existing issues will not be covered as noted in the proposal they signed.

  
  Even though this type of repair does not affect the water quality to the home, we will cover the cost for us to come out and perform a water quality test. We want the customer to have peace of mind.  They just need to call in and schedule a service call at their convenience. 

  
  Additionally, our Plumbers test for leaks prior to leaving and ensure that all the work that was performed is up to current plumbing code.

  
  We appreciate the opportunity to respond to this concern.  We want our customer to be happy and have a positive experience.

  Customer Answer

  Date: 09/03/2024

   
  I am rejecting this response. Please see my letter attached

  
  

  

  Business Response

  Date: 09/05/2024

  In order to fully respond, our response exceeded the limit allowed on this form.  It has been forwarded to ****** *********.

  Customer Answer

  Date: 09/09/2024

   
  I am formally rejecting this response. Please refer to the attached letter and files for the detailed reasons behind my decision.
  

  

  Business Response

  Date: 09/12/2024

  The water quality test described in our last response is considered the Comprehensive test and as noted, comes with a Certification of the results.

  
  Based on our pictures, onsite leak test during installation, and the on-site inspection, we will not dig up the area but will perform the acoustic test if that is what the customer wants. The picture he sent of the pinch crimp is an inferior method (carries less warranty) and most often used by DIYs due to a one sizefits all tool that is needed. Most all licensed professional contractors use crimp ring style unless cost reduction is a concern. The repair done in the picture shows a correct pex ring fitting by the crimped ring method. There is no pinch to be seen in the repair picture because of the use of a crimped ring. The pex ring crimp style is a professional grade and carries a longer warranty than the Cinch crimpers. Our crimpers are calibrated frequently.

  
  While the original contract the customer signed offers this guarantee, we have attached an additional written guarantee of our work, per his specifications.
  If the customer continues to not have confidence in us to do the testing correctly, he may obtain some estimates of water testing and/or leak testing from an independent contractor.  He will need to submit those estimates to our Plumbing director for approval and we will work directly with that contractor for payment.  You may forward those to ******************************************************************************.

  Customer Answer

  Date: 09/15/2024

  I am formally rejecting this response. Please refer to the attached letter and files for the detailed reasons behind my decision
  
  

  Customer Answer

  Date: 09/16/2024

   
  I am rejecting this response because:

  Date Sent: 9/15/2024 11:06:35 PM
  I am formally rejecting this response. Please refer to the attached letter and files for the detailed reasons behind my decision
  

  
  

  

  Business Response

  Date: 09/17/2024

  Due to the customers concerns about the integrity of the pipe repair, we will replace and install a new water service line from the city meter to the house. Installing a new water line that is buried underground should alleviate his concerns regarding possible long and short-term contamination from a repair.

  
  We will still perform the comprehensive water quality test which will also have the certification of the results for the 9 standard analytes.
  Per our usual practices, our work will meet local and state code, have a leak test performed and will be approved by our licensed management onsite and via pictures.

  
  We have revised our written guarantee indicating that we will guarantee and cover any costs associated with the installation of this pipe should any issues occur for 2 years (parts and labor).  We have attached this document.

  
  We hope this will satisfy the customer, give him peace of mind and resolve the issue.  He may reach out to our Plumbing Director,*** ********, to schedule the work to be completed.  His contact information is **************************************** and ************.
  
  Thank you

  Customer Answer

  Date: 09/21/2024

  I am rejecting this response:
  Dear ****** *********,
  I received Morris-Jenkins' proposal to replace and install a new water service line
  from the city meter to my house, accompanied by a 2-year warranty for this
  installation. While I appreciate the concern, I find a 2-year warranty does not
  offer adequate security for such an important installation and is therefore
  unacceptable. Additionally, replacing or installing a new water service line is
  unnecessary at this time and should be considered if issues with the current ***
  water line and fitting arise.
  In the previous communications, a 20-year warranty was clearly stated for the
  *** water line fitting, which was a key reason I agreed to the proposed solution.
  I also requested that the same 20-year warranty apply to the *** water line
  surrounding the sewer line. It is important for both parties to adhere to the
  original commitments to ensure fairness and peace of mind.
  To resolve this issue, I propose the following, which I believe is a fair
  compromise:
  ? A written guarantee that clearly specifies coverage for the repair costs of the
  *** pipe sections around the newly installed sewer line, as well as the new ***
  fitting, for a period of 20 years.
  ? Comprehensive water quality testing and certification.
  ? An acoustics leak test for the *** water line around the sewer line and
  the new fitting and with documentation to confirm there are no leaks.
  Thank you for your attention to this matter. I hope we can resolve it quickly and
  amicably.
  Sincerely,
  ******** **
  

  

  Business Response

  Date: 09/25/2024

  Water testing-  We will provide a comprehensive water quality test and certification of the results as noted in past responses.

  
  Leak testing-  We will provide an acoustics leak test for the *** water line around the sewer line and
  the new fitting with documentation to confirm there are no leaks.

  
  Guarantee- We will guarantee that no issues will occur upstream or downstream of the water service line caused by our water line repair that was made during the sewer repair on 12/21/23.   Should there be an issue as a direct result of our repair, we will guarantee our work and cover those repair costs for 20 years.
  Additionally, it will cover a 2-year guarantee on the new pipe and installation for parts and labor, as signed by the customer on the original contract.

  
  You may reach out to our Plumbing Director, *** ********, to schedule the work to be completed.  His contact information is **************************************** and ************.

  
  This is our final offer as we feel we have gone above and beyond to resolve this issue and give the customer peace of mind. 
  
  Thank you.

  Customer Answer

  Date: 10/01/2024

   
  I am rejecting this response, please see attached file for details.
  
  

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a complaint against Morris Jenkins for poor work quality and dishonesty with a desire to end the maintenance contract, have them cover the cost of my damaged ceiling and not be connected with this company in any fashion going forward.

  

  Business Response

  Date: 08/19/2024

  *********
  ************************************************************************************
  
  Complaint ID ********
  
  After reviewing the work notes, it was determined that the water damage was a result of a failed component and not related to any work performed by our technician.
  
  However, at the request of *********************, we have refunded the money this customer spent with ********************** and will at her request, discontinue any further business.

  Morris Jenkins is not responsible for any water damage to ************************** home.  

  
  *********************
  HR Director

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was totally scammed by Morris Jenkins today 7/31. I had issues with my garbage disposal not operating correctly and I called a reputable company like Morris Jenkins to come and take a look. They took advantage of me being a young female who could not understand what the primary issue was. They did not give me an upfront price breakdown as to why a simple garbage disposal replacement was $776.38. The **** GX Stainless Steel 3/4 Horsepower is $200 at MOST on any website selling this exact unit. Labor and taxes could not have equated to over $500 for a less than an hour job. They preyed upon the fact that this was an urgent matter for me and if I let them go I would be "wasting money" with paying the cost to bring them into my home and then looking for another inquiry. I am truly disappointed with the service that Morris Jenkins brings. This is supposed to be a renown family oriented company that cares about their customers and never have I ever felt so taken advantage of simply because I am a young woman. I hope that BBB can help me find the justice that I need in getting my fairly priced cost. It should not have costed that much.

  

  Business Response

  Date: 08/05/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  Our plumbing service technician was called out to our customers home on 7/31/24 because her kitchen garbage disposal wasnt working properly.   After assessing the situation, our technician offered the customer several options.  She chose our base model, which is a horsepower disposal.  She was provided the pricing of the job and she signed off on the paperwork prior to the work being completed.
  
  Our Plumbing supervisor reached out to the customer to discuss her concerns. He explained how our flat rate pricing was inclusive of everything.  The equipment, drainpipes and traps needed, and the labor to assess the issue and install the equipment.  The customer was given a 5%discount that day.
  
  We are sorry the customer feels we took advantage of her.  That isnt how we do business and we wouldnt have over ****** ****** reviews with a 4.9/5 rating if we did.
  
  As an act of good faith, we agreed to refund $250.  The customer indicated that she was happy with the outcome. 
  
  Thanks for bringing this to our attention and the chance to provide a response.

  Customer Answer

  Date: 08/05/2024

   
  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. I appreciate the time ********************* took out of his day to call me and review the details of this case and I am glad we could reach a middle ground. 
  
  Thank you. 

   

  ******