ComplaintsforMorris-Jenkins

• 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. 
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Morris Jenkins was contracted in spring 2022 and has been out to 'service' my unit multiple times, never having concern to do so. They noted that the unit should be replaced in April and I have been working tirelessly to try to get the home warranty to cooperate. ** told me to stop waiting on a warranty and just trust them to completely replace the entire unit, and service it under their warranty for 15 years... an hour long sales pitch from *****************. However after telling he they would be here tomorrow in an email, another email arrived a short while later cancelling my membership and stating they would no longer service my unit and upon further research I discovered they fear it will be a lawsuit with the installation contractor, however I already followed their advice and cancelled the home warranty policy and claim! Now I have no AC and no one to turn to.

  

  Business response

  06/29/2023

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

  The customer has placed multiple service calls over the past 9 months for some HVAC and Plumbing issues.  Each visit she was given options on how to resolve the issues but they were declined.  We have never installed or repaired anything during these 9 months. We are declining to service this customer and will refund her Priority Advantage payments as well as the Diagnostic fees paid.

  Priority Advantage payments- $192.51
  Diagnostic fees- $252.52
  Total- $445.03
  Please allow **** business days to receive the check in the mail.
  Thanks again for passing along our customers concern.

  Customer response

  07/03/2023

   
  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. Please ensure expedited processing. Please issue a 1star rating on my behalf for lies, poor handling of a sensitive situation, poor customer service, and more. Please let me know how to report independently my experience regarding this fraudulent company. The corruption and manipulation are a serious injustice to the public. I have to have the funds immediately and request tracking and EXPRESS delivery. 
  
  Thank you. 
  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I schedule the company for clogging toilet , the guy came with machine to unclog the bath drain on the second floor , about 20mins my first floor celling started to leaking, water is all over the place, they are opening holes to my celling to fix the pipe. they said they could fix the pipe leak but not fix the celling. They cause damage to my house and refuse to fix it.

  

  Business response

  05/23/2023

  
  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  We were called out for a clogged toilet on April 8.  The tech augured the toilet and removed the clog. 
  On 5/18 they called back and the toilet, shower and tub were backed up.  Advised customer the best way to determine the source of the clog was to pull the toilet but the customer declined the additional cost and asked for us to go through the shower.  We used the correct size cable for a 2 PVC pipe, but the fitting broke apart which caused a leak in the ceiling.  We repaired the pipe for no charge.  After reviewing the pipe, it appears to be a manufacturers defect in the fitting.  The home was built in 2020 and the fitting should never have broken with routine drain cable maintenance.
  
  Our Plumbing Director reached out to the customer on 5/23 and discussed the issues.  Since the fitting is a manufactures defect, we have agreed to pay up to $500 of the cost of the repair of the leak on the ceiling. The customer would like to use the contractor of her choice and will send us the invoice.  We will reimburse her up to $500 once received.  The customer agreed and is content with the resolution.
  
  Thank you again for letting us respond to this concern.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a long story and Morris Jenkins has all of the detailed notes. Our evaporator coil was leaking and I was told the part was in warranty and the total cost with labor was $1,800 and I agreed to the repair. Then I was told it wasnt in warranty and the cost would be $4,500 for the part and labor but for the inconvenience of giving me wrong information they would do everything for $3,300. I said no way, Im not paying $1,500 more and decided to add refrigerant instead last May. I asked to add refrigerant again last Wednesday 05/10 and AFTER adding $421 worth of refrigerant the service tech proceeds to tell me that the compressor is leaking and about to break. I would have never added the refrigerant had he told me before adding refrigerant that the compressor was leaking. Within 48 hours, on Friday 05/12 my compressor broke and I was out $421. To me this was completely wrong and almost everytime they come out to repair the unit they have to come back because it wasnt done correctly the first time. The sales person came out Friday after they told me the unit stopped working and quoted $7,000 more than the competitors for the same size unit and a 10 year parts and labor warranty. I called Monday 05/15 to speak to a supervisor to ask about a refund of the $421 because that was so wrong that I was not told about the compressor before and it is now over 24 hours later and no supervisor called so I am submitting this complaint to please get my $421 back. I also want my plan cancelled and refunded as well. The sales person also did not follow up. Morris Jenkins needs to be better at service. They market better than any other company and come extremely fast but the service is unfortunately lacking. I also was never even emailed a receipt for the $421 charge.

  

  Business response

  05/18/2023

  Thank you for forwarding the customer's feedback to **.  Were sorry to learn that this customer is disappointed with the service received.   It is important to ** for our customers to have a good experience.
  
  On March 22, we came out to perform the customers Spring AC maintenance.  At that time, our technician found a leak in the evaporator coil, which caused it to leak refrigerant and not work properly.  He gave her some options to either replace the coil or the entire system itself since it was 16 years old.  At that time, she chose not to move forward.
  
  On May 9, she called and had decided to just add refrigerant to get the system working.  Since there was a leak, there was no guarantee of how long it will last.
  
  On May 12 she placed a service call for her system not working.  The technician discovered that there was a burned wire and the compressor failed.  She declined repair options and wanted to speak with a residential specialist for pricing for a new unit.  Were sorry to learn that this customer feels we withheld information regarding the compressor.  Unfortunately, coil leaks uncorrected often lead to compressor failure due to loss of refrigerant and oil.  It is hard to predict if or when it may happen.
  
  In good faith, we will refund the cost of the refrigerant that she purchased. $421 will be refunded on her original form of payment.  Please allow **** days to see that credit.
  
  Thanks again for passing along this concern. 

  Customer response

  05/20/2023

   
  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.
  
  Thank you. 
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around the first of Apr I had MJ come about leaking faucets. Vinny came. I mentioned that my water pressure had been low for a while. ***** spent some time taking the pressure and he said he called two people at the company for advice. He was able to locate the regulator in my yard, replaced it and turned the pressure to 80 psi. He checked everything, he said, and I was amazed at the pressure. Apparently he nor the ppl he spoke with knew to check water filters. The next day I was outside working in the yard and saw water running from the door that accesses under the house. I ran in and my dining room, kitchen and part of the den were flooded. It was a nightmare. Thankfully I have the tool to cut the water off at the street. Apparently, my water filter couldn't handle the pressure at 80 psi and the top blew off. I called MJ and they sent another plumber and supervisor. Of course they denied any responsibility. According to the internet, avg pressure should be 50 psi. Why did they not know this?Without asking me, they lowered the pressure to 72 which tells me that they knew it was too high. I found this out when I called MJ the next day and spoke to Will the supr. He had told me when he was here that I should have my walls torn open and my pipes replaced due to the age of the house - 53 yrs. Why didn't the first plumber put the pressure lower if the age of the house is a consideration? Evidently, the ppl he had called at ** didn't think of it either. MJ is owned by another company since 2021 and their standards have gone down. I think they should come back and lower my pressure to 50. It cost me over $1000 to get my house repaired and back in order. I was very disappointed in how they handled this.

  

  Business response

  05/11/2023

  Thank you for forwarding the customer's feedback to **.  Were sorry to learn that this customer is disappointed with the service received.   It is important to ** for our customers to have a good experience.
  
  Our Plumbing Manager reached out to the customer and planned for a Supervisor to come out and assess the situation and address her concerns. 
  
  When the original plumber installed the new pressure regulating valve, the valve was set at a safe level according the National and Local codes.  However, the Supervisor set the pressure back to 50 so that the customer would feel more comfortable.  The higher pressure was not related to the plastic filter breaking under the sink since it was within safe levels.  The plastic filter can break due to age and water quality. 
  
  We also performed a check of the water pipes and assured her they are in good working condition for the age of the home.  At some point in the future, she will want to have that addressed.  I believe there was some misunderstanding in what our original plumber was trying to convey.
  
  When our Supervisor left the home, the customer was satisfied with the adjustment to her pressure.
  
  We appreciate this customers patience with the situation. 

  Customer response

  05/11/2023

   
  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.
  
  Thank you. 
  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/18/23 I called Morris Jenkins to come and unplug the main drainage pipe in my house. The person who came said he could not completely unclog the pipe because there was a solid blockage along and someone would have to come with a camera to see where the blockage was located. He said no water could be used because due to the blockage he couldnt clear, the water would backup again. The next day someone came with the camera, showed there was water in the pipe (no surprise, it was still clogged) and he could see a clear block. He said the only way to fix the clog would be to replace the entire pipe. He left and I received a quote for close to $13k to replace the pipe, there was no other solution offered.The following day I called another company to get a second quote. This second company said they would guarantee they could unclog the pipe, no charge unless they unclogged it completely and ran water 30min without issues. And what do you know, 30 minutes later pipe was completely unclogged, ran water 30min without any issues and guaranteed it would remain so for at least 30days. They also send someone with a camera and they verified there was no immediate need to replace the pipe at all. They made some recommendations to add a pipe clean out so any future clogs cloud be handled easier. Problem solved. I called ******* again and requested a refund as they had clearly lied about there being a solid blockage that couldnt be cleared thus requiring a pipe replacement and their answer was, we did our job, we attempted to snake the pipe and we made no promises that we could unclog it, refused to give me a refund.

  

  Business response

  01/25/2023

  Due to our response being too many characters for the portal, I am emailing our response to our representative, *******************************

  Thank you.

  Customer response

  04/25/2023

   

   
  I am rejecting this response because:

  Hello, I'm reaching out regarding subject complaint as I have not received a refund from the business as promised thru the resolution. Would you be able to reach out to them?  
  
  Anyerlon

   

   

  
  

  

  Business response

  04/26/2023

  Hello,

  I have attached the receipt for his service on 1/18/23 and then the receipt for the credit back to his original card used on 2/9/23.

  If he hasn't seen this back on his credit card, he might reach out to his bank or credit card company.

  Thanks for letting us know.

  Customer response

  04/26/2023

   
  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.
  
  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. ↩