ComplaintsforMorris-Jenkins

• 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. 
  

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Morris Jenkins to install a kitchen sink faucet in June of 2022. It is November 8, 2022, and the sink faucet has come loose at the base and water is able to seep from the countertop underneath. I could understand if this occurred over a few years but to occur after 4 months suggests that the installation was faulty. I called Morris Jenkins and they said they only guarantee their plumbing services for 90 days and that I would need to pay them again to retighten the faucet. They charged me $300+ for labor to install a faucet and their work failed in 4 months. That is extremely disappointing and unfair, and I believe they should come and tighten the faucet at no extra charge since it was not done correctly.

  

  Business response

  11/09/2022

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  Our Plumbing Manager has been in contact with this customer. We set up a call for a technician to come out and assess the situation.   He tightened the nut to the mounting to better secure the fixture and to keep it from leaking.  The customer indicated that he was satisfied with the repair.
  Thanks again for passing along our customers feedback.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First, I have been a customer of ********************** since 2013. I have been a priority advantage member for most of those years as well. On September 11, 2022, I had a safety check performed on the gas tank as well as a flushing of the system. I was told everything looked good.On September 13, 2022, I had a complete safety inspection done on my AC and heat systems. Issues were found, and I paid $845.13. On November 4, 2022, I returned from being out of town and noticed a gas smell on the side of my house where the gas meter is. I called ******************** to report this issue. A technician came out at around 10PM and discovered there was in fact a leak from the meter to our gas log fireplace. He then came in to inspect our other gas operated appliances: the gas water heater and the furnace. Leaks were discovered in both of those as well. These were slow leaks, and the ******************** technician suspects that these have been slowly leaking for some time. Luckily, none of us are ill, other than minor headaches that *** or *** not be associated with these leaks. I called Morris Jenkins the evening of November 4 and was told by the **************** Representative that the issue should have been observed in September and a technician would be here first thing the morning of November 5 to make any repairs. My understanding was there would be no charge.The quote I received from the technician today was for over $1000.00.After paying over $800 in September, certainly, it makes sense that I would not be willing to pay this amount again for what is most likely an oversight of the technicians who were here in September.I cancelled my priority advantage membership immediately. What's the point with this kind of treatment?

  

  Business response

  11/09/2022

  The response to too long for this format.  We have emailed the full response to *******************************.  Thank you.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called ************ out last year to fix a air vent well as of 8/18/2022 it fall down and I called them asking them to redox it first I was told No cause didnt want to use them anymore next I was told that someone would call me and nothing all I want is these to be fixed since I did pay for that service

  

  Business response

  08/24/2022

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  In March 2021, the customer called us out to look at her duct work as a piece of it had fallen.  When our technician assessed the issue, he found the metal ductwork very rusted and falling apart.  The technician offered a couple options.  The first being a full duct replacement.  The second was just to repair the duct run that had fallen apart.  She chose the repair.  Due to the condition of the duct work, we were not able to guarantee a long-term resolution with just the repair.
  
  After reviewing the account, we have made the decision to offer the customer a full refund to allow her to find another company to repair the duct work.
  
  Please allow **** days to receive the check in the amount of $319.93.
  
  Thanks again for passing along the concern.
  

  Customer response

  08/24/2022

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

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2019 I purchased a new heating and air unit from Morris Jenkins for $11000. It had a 10 year guarantee . Today my air went out and I called Morris Jenkins and had to pay $95 for someone to come out to tell me I need a compressor. I just paid them $11000, I should not have to pay for anything. The reson I paid $11000 was because I was paying 1 or 2 thousand dollars every year of two so this fast talking came out and ripped me off for $11000 assuring me peace of mind for at least 10 years

  

  Business response

  07/08/2022

  Thank you for forwarding the customer's feedback to us.  We appreciate the opportunity to address our customers concerns. 
  
  On July 6, the customer placed a service call because her AC was not working properly.  Upon inspection, our technician found that there was a hole in the side of the compressor.  The unit was purchased in May 2019.  The customers warranty is 10 years on parts and 2 years on labor.  Because the labor portion is out of warranty, the customer will receive a new compressor at no charge but will need to pay for the labor to install the new compressor and fill with refrigerant.  The technician left a quote with the customer. 
  
  One of our Service Supervisors tried to reach out to the customer twice yesterday, but the voice mailbox was full.  We would like to speak with the customer about the warranty and answer any questions she may have.  She can contact ***************** directly at ************.
  
  Thank you for bringing this concern to our attention.
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My AC was not blowing any cold air. I called my AC repair vendor, Morris-Jenkins, to look at the problem. The tech informed me the blower motor was broken, and needed to be replaced. Since I have a home warranty, the warranty will pay for a new motor. Morris-Jenkins offered to install a "rescue" motor, which they did. However, they did not disclose how expensive it was after it had been installed, nor had informed me that the rescue motor had a 2-year warranty. The rescue motor has since been replaced with the motor purchased by our home warranty. Morris Jenkins has refused to take the rescue motor back and will not refund the $900 spent on the motor. I have also filed a dispute with my bank.

  

  Business response

  06/10/2022

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

  
  The customer placed a service call on June 1, 2022 because there was no cool air blowing from his vents. The technician arrived and found the blower motor had failed.  The customer explained he had a warranty company that would come out and replace. The technician left him a quote for a new motor in case the warranty company couldnt get out there soon enough.
  He called back later that day and spoke with someone about having us come back out and install the motor as the warranty company couldnt get there soon enough for him.  The technician went back that evening and replaced the motor, and the house was cooling off when he left. 

  
  On June 7 the customer called and wanted us to come out and remove the blower motor we installed and issue a refund because his warranty company finally responded and would come out to replace the motor for no charge.
  Our Service supervisor returned his call and explained that he agreed to the repair and that everything worked fine and there was nothing wrong with our service.  He also explained that we cant take back a working piece of equipment and reuse it with another customer.  

  We are sorry he didnt like our decision, but we did what he asked us to do, and the part worked properly.
  Thanks for bringing this to our attention and the chance to provide a response.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My system is such that it pumps sewage to the street. One day my toilet wouldnt flush (not clogged). Someone came out and wailed on the toilet with no result. Finally I diagnosed the problem, and we located the fuse box (relatively new home for me) and there was a tripped breaker. Flipped the switch and all was good. The problem happened again. When they came out I was told I needed a new control box (*******) I asked if it was the circuit breakers (nope) Installed the new control box, a week later the toilet wouldnt flush, tripped breaker. Anyone with common sense should see the issue with this. Called the company extremely politely and detailed the issue. The plumbing manager offered me ****** and justified it by saying we should have checked the breakers and thats what a normal cost would be to replace them. Umm no, that doesnt work for me. So the customer relations person *** called me. I was courteous and said I dont want something for free, I am getting a brand new pump, so please refund me half and we will call it a day. *** went on to describe how heat can cause wear on a breaker, and there was a picture of the old control box with a missing s**** So their point of view was it was the control box still. Exasperated I said to ***, you know what I give up, please just refund me the $******. *** refused and basically said that offer had expired and seemed to challenge that I was even speaking the truth as the $****** offer wasnt in his notes. I responded for him to ask his guy and if his guy says he didnt offer it then they dont have to pay me. *** circled back around to describing why it was the control box. Eventually I told *** this was not satisfactory and I would be letting people know about the service. Like a little child *** apprised me "he would not respond to the pressure of threats" I have had other work done by this company. I put a split in my garage, and the first time we tried to use it , it never worked and the repair person told me it was leak

  

  Business response

  03/22/2022

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  Our Plumbing Director reached out again to the customer the day we received the complaint to review the repair that was completed.  We are waiting on his return call.  Additionally,in good faith, we will refund the customer $500. 
  
  Thanks for allowing us to respond to this concern.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Morris Jenkins came out today which is March 14th 2022. They arrived at 1:14 and left at 2:18. I have proof on my ring cameras of the time showed him arriving at 1:14 and leaving at 2:15. He replaced a water faucet the cost was $780. That was for the faucet and for the labor. It's not a fancy water faucet it's just a plain one handle pull out spray faucet. It was a *****. It's either a chrome or stainless steel I'm not sure what the finish is but it's silver in color. Nothing fancy I feel like I was ripped off I just can't see that price. I looked on line and I did not see a faucet like that costing that amount of money. I know they need to make some money off of it but the one I saw that looks like it was only $200 or a little over. And I'm sure that labor is not three or $400 an hour. But like I said I was charged $780 I finally received my receipt by email and the item were not itemized so I'm not even sure what that water faucet cost and what their labor charges is. Even the receipt they sent me does not have my name on it has somebody else's name on it the name is ***************************. My name is ********************* I'm the owner of the home. I just feel like they overcharged me for the labor and the cost of that faucet. I paid that at the time not even thinking about it but when you sit down you think about it that's ridiculous that's why I looked them up and seen that they were a little over $300 for the faucet I know the labor cannot be in 480.

  

  Business response

  03/16/2022

  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 3/14/22 because her kitchen faucet was leaking and running down into the cabinet. After assessing the situation, our technician offered the customer several options and pricing for either replacement of just the spray hose,replacement of the kitchen faucet using our part, or replacement using a customer supplied faucet.  She chose to replace the faucet and to use a faucet we carry.
  
  We offer flat rate pricing because we want the customer to know up front how much the job will cost, and to not worry about how long it might take the technician to perform the work.  The cost is inclusive of everything; including the equipment, any parts needed to install or bring something up to code, and the labor to assess the issue and install the equipment.  We find our customers appreciate a quality product, good warranty, timely response/installation, knowledgeable and trained employees, and the peace of mind knowing we will be there to take care of any issues after the work is complete.
  
  If the customer had contacted us before filing this pricing complaint, we would have been happy to address this with her.  We feel that we delivered what was promised.
  
  Thanks for bringing this to our attention and the chance to provide a response.

  Customer response

  03/18/2022

  This taking advantage of a senior citizen. Y'all  over priced that faucet  looked it up I seen one for $300. So y'all charged 480 labor. Shame on y'all.

   
  Complaint: 16893919
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Ramsey   

• Initial Complaint

  12/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 24th, 2021, after discovering we had a clogged drain, we called Morris-Jenkins. At first, we had a very pleasant experience with the company. The person they sent was very professional. This employee sent a line down our pipe to try to clear the blockage and discovered tree roots, which meant a pipe was broken. The company sent out another employee to send a camera down the line to find the broken pipe and recommend a course of action. This employee was not very professional. He told me he couldn't find the broken pipe, and mentioned several other issues related to our plumbing situation. I did not receive anything in writing from him or from the company outlining the situation or recommending any course of action, even though it was clear we had a broken pipe. I asked for such information and didn't receive it, despite several requests. Finally, I received a rude email from this second employee in which he contradicted what he told me in person.

  

  Business response

  12/15/2021

  Thank you for forwarding the customer's feedback to us,we appreciate the opportunity to address our customers concerns. 
  Our Drain technician was called out on 11/24/21 for a clogged kitchen and laundry drain line that were backing up.  Using his cable, our technician was able to get the water to drop but pulled back some tree roots.   Because of that he called for the plumber that has a camera that could get a better picture of what was going on.  He confirmed that there was a broken sewer pipe with tree roots growing inside. 
  The customer was given a quote of what it would cost to complete the job, which includes the process of locating the exact problem area and calling locates before we dig.   At that point, the customer indicated he thought his HOA would take care of the situation.
  When we received the BBB complaint, our Sales director reached out to the customer to discuss any questions he had.   We have not received a return call from the customer.  We will be glad to have a conversation with the customer if hed like. 
  Thanks again for passing along our customers feedback.

*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. ↩