ComplaintsforMaster Plumbers Heating & Cooling

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction is: November 27th 2023. Context: - Master Plumbers Heating & Cooling (i.e. MPH&C) came on Nov 22nd to do a maintenance check on all our plumbing. After they were done, they sat in their van for 45 minutes creating "options", which are quotes for jobs. - The quotes ranged from $39,867 to $15,840, all of which I rejected because they were too much. - The service person then said "what about just installing 2 filters back-to-back with all the fittings and pipes. This is the bare minimum that you need." He quoted me $3980 including tax. - When I asked for a detailed list of items + services, he simply said "You'll get a flush filter and a whole house filter and all the pipes and fittings + labour". - Since I wasn't familiar with these filters, I did a quick ****** search and the "whole house" filters ranged in prices but they were between $1000 - $2,500. I agreed to the price and they charged me 50% immediately to lock me in. - On Nov. 27th they came to install the filters, and when the job was done, they charged me the remaining 50%. I went to inspect the job, and to my horror, I see that they have installed plastic pipes (PVC) with absolutely no support. The two filters are cheap plastic filters that don't resemble what I had looked up on the internet. I couldn't comprehend how does this setup cost me $4000. - I asked for a detailed itemized bill to show me the cost of material and labour. I got nothing! I asked for this itemized bill several times, and all I got is " we don't disclose that information, we price per job". - I asked for the filter specs, so I could replace it when needed, and again they didn't supply that information, because they want me to call them every 2 months to get the filter replaced! - I brough in an independent plumber, and asked him for a quote on the job, and he quoted me $700 dollars, and he said that he would use brass pipes and build some support (all included). - I feel CHEATED and mistreated!

  

  Business response

  01/16/2024

  We apologize that you feel that your experience was not ideal in regards to your expectations on pricing. It is always our goal to provide a great service experience for all of our customers. We understand that sometimes our prices can be unexpected, however we want to ensure that our customers get the best quality at an honest price that keeps our company healthy and able to serve customers for years to come. We are a flat rate company and your price included labor, parts, warranty and many other items that ensure you have a professional service experience (calls answered live 24 hours, highly trained technicians, company insurance, licensing, well equipped service trucks, vehicle insurance, and much more).
  In reviewing your visit with us, our technician determined that you have poor water quality and that is what caused the clogged whole house filter that we found on our evaluation. The work we performed for you included professional installation of a new whole house filter, a new washout filter, and all the pipe and fittings to ensure that the washout filter could be safely and easily flushed which removes the need to replace the filter. As per your mention of a ****** search, which resulted in a range between $1000 - $2500, that pricing is not far off from our pricing of $3980; our pricing included not one but two filters and extra piping for the wash out. Our pricing included a professional installation by a licensed company and warranty on parts and labor. These costs are not likely factored into the online search price. The piping installed for you was PEX pipe, not PVC. PEX pipe is standard for professional installations in situations where there is poor water quality. This is the best product to use and it will not degrade due to poor water quality, which ensures it will last. The filter and piping we installed does have a support bracket as per current manufacturer specifications. This support bracket is L-shaped and holds the filter securely in place and was mounted into wood we provided.  Per your conversations with our service manager, it was explained that the wash out filter we installed does not have to be changed, we installed a flush valve and piping that would carry the sediment away from the filter. The water in your home can remain on and all you have to do is turn the valve to flush the filter. The whole home filter is a filter you can change and you stated you had already located where to buy that filter so you could change it yourself. We have spoken to you several times in attempt to ensure that we have clarified any questions and re-explained what you received in the option that you chose. Our service manager offered to come out and inspect the work we performed and to meet in person to discuss your concerns further, but this was declined. When we spoke with your wife concerning the other plumber who gave you an estimate, we said that we could do a price comparison if we were provided with his state license number and an official estimate on company letter head. As of yet, we have not received this information.
  After signing up for our membership, you had immediate access to the benefits, some of which included priority service scheduling and a reduced truck charge to arrive at your home. You also received your complimentary plumbing system check included in your membership which involved a thorough investigation of your home’s entire plumbing system and time spent with you discussing any areas that may need attention to prevent damage and inconvenience. On the plumbing work you authorized us to do you received a discounted truck charge and a member savings of $141 dollars. This membership contract is a one-year commitment, but we released you from the contract and have issued you a refund of $480 as a gesture of goodwill. This refund check has been mailed today. We strive to give all our customers a great service experience and work to resolve concerns to the best of our ability. 

  Customer response

  01/19/2024

   I am rejecting this response because:

  1. I said that when I did the ****** search I came across a "whole house" filter that was much more advanced than what has been installed.  I was NOT quoting the job done.  My point was specifically that I was shocked when I saw the whole house filter that was installed.   The actual cost of the job was quoted by another professional certified, licensed plumber at $700.

  2. You mention that the price includes warranty!   You have unfortunately done another job at my house, which was to fix a fireplace that was not coming on.   After a couple of weeks, I called to tell you that it is not working again.   You said we didn't do anything, call ******** (you can check the recording of the call).   I then said "You can't have it both ways:   You either fixed it and charged me a whopping $460 for the labour, etc... and warranty should be honored, or you did nothing like you said, and that would mean that you ripped me off!".   I got no response from the person on the phone and till now the fire place is flaky and most of the time it will suddenly turn off on its own.

  3. I have asked for the specs of the Whole house filter so that I could go purchase it and replace it myself 4 times and received NOTHING from you!   If you have nothing to hide, you should be able to provide me those specs, but you are definitely worried about sending them because it will reveal the real cost of that filter.

  4. When I did get a call from Lee, he was condescending and rude, and it was very clear to me that nothing is going to be done about the price of the job, so I simply didn't want to stay on the phone any longer.

  In CONCLUSION, as a company you say you are a "flat rate" company, but your pricing methods are shady and you never provide a breakdown to the material cost that you are providing.   I experienced two jobs, and both were subpar, over priced and one of them (i.e. the fire place) you won't even honor your warranty!   

  NEVER AGAIN!

   

  
  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  What their paperwork says they did: • 40 Gallon direct vent water heater • Thermal expansion tank with cover • All piping and fittings – water & gas • Minor drain cleaning. ******* called and requested a itemized invoice. She was told they do not do that and resent her a copy of “Option Sheet”. I called on 12/12/2023 and spoke with ********. She states that ******* had called on 12/11 and that she was told then that they do not itemized invoices. She went on to say that Mrs. ********** was happy with the service. She went on to tell me that the crew (B****** & C****) had done the following work: • Hot water heater • Fixed a slow drain in the hall bathroom • Fixed a leaking shower head that was threaded wrong thus leaking • That they had spent 6 hours working and 35 minutes testing the hot water heater. (This does not match the “Option Sheet”.) Issue # 1: **********’s had no known issues with the hot water heater. She was guilted into the service Issue # 2: ******* has no way or knowledge of pricing and or ability to inspect that the work was completed correctly or not Issue # 3: They trusted the company because they had been referred to a handyman named A***. (Who worked for them at the time). However, he was doing handyman work on the side and referred them to Master Plumbers because if you became “A Member” – you got a discount Issue # 4: The family believes they were targeted because of their age. And the fact that ***** is in a wheelchair and not able to do or oversee any work in the home Issue # 5: Another quote for removing the disposal in the kitchen. They do not use it and was told to remove and have new pipes put into the home. There is no issue with the disposal Issue # 6: After studying the reviews a pattern of overselling and targeting people. The best way to explain the deception is what they call an option sheet. It guilts elderly into purchase. See photos Lee **** (Owner) called as This was being filed and stated he will mail out an Itemized invoice.

  

  Business response

  01/30/2024

  During Mrs. **********'s plumbing safety check during her appointment on December 7, 2023, our technician performed a thorough evaluation of her home’s plumbing system. Our technician noted some items and spent time going over them with Mrs. **********.

  Most customers are not aware of their plumbing until it doesn’t work. Yet, many of the plumbing issues customers experience are due to age, lack of maintenance, or poor installation. We want the customer to understand how their home’s plumbing system works and what causes their issues so they can make the best choices when it comes to making repairs or replacements. We have found that preventative maintenance is one of the best ways a customer can protect their home investment and save time, money and headaches over time. We bring any items that are of extended age or that show signs of a potential problem to the attention of the customer. This allows our customers to be empowered and prepare for those issues or take steps to prevent them from ever happening. It is ultimately up to the customer to decide what they do with the information that we give them, but most of our customers appreciate us taking the time to evaluate, explain and make them aware of solutions available to them. We offer good, better, and best options. These can range from small repairs to preventative services, to system upgrades. We discuss each option in detail and answer any questions the customer has. We take the time to educate our customers on the reasons why we are recommending the options. It is up to the customer to choose which option they want. We do not begin any work before presenting options, pricing, and getting the customers’ approval to perform work. Our technician presented all the options and the price for each upfront and in writing to Mrs. **********.
  
  Our technician found that Mrs. **********’s gas water heater was over 20 years old and had corrosion at the venting connection and did not have a thermal expansion tank. A thermal expansion tank which is a life and safety requirement per the NC department of insurance and NC state plumbing code. The typical life of a gas water heater is 8-10 years old depending on water quality. Even though a water heater may not show visible signs that anything is wrong, the extended age alone means that the heater will begin not functioning properly. This normally happens at the most inconvenient time for the customer. A water leak, gas leak or pilot light that will not stay lit are just a few problems that will occur. We feel it a disservice if we do not at least let the customer know of these potential concerns and give them the option to replace the water heater and avoid those problems and inconveniences. Our technician presented Ms. ********** with several estimate options at different price points for the items of concern in her safety report. These options were presented upfront and in writing to Ms. ********** and they included the tasks and pricing of the proposed work.
  Before we began work, Ms. ********** chose the estimate option she wanted and signed that estimate option which authorized our technician to remove and dispose of the old heater, to replace it with a new direct vent gas water heater with proper gas connections, fittings, piping, expansion tank per NC state plumbing code and included an extended parts AND labor warranty of 6 years backed by our company. We completed all of the estimated work the same day she called us out and after the work was done Mrs. ********** paid us with a check. Ms. ********** signed our invoice with both an Authorization signature that authorized the work at the estimated price and an Acknowledgement signature that states the work was completed to her satisfaction and all her questions were answered.

  To maintain consistency on every job, we are a flat rate company with upfront standardized pricing. We do not charge by time and material; we charge by the job task. Pricing includes labor, parts, materials, licensing, insurance, company overhead and warranty, among many other things. All customers receive the same pricing. We ensure this by having a locked electronic price book that technicians are trained on and use on every job we go on.
  
  As with many industries across our nation, the long-lasting effects of factories and manufacturers being closed or at 50% capacity due to COVID-19 has created shortages of materials and parts and has increased the cost of raw materials use to create piping, valves, and internal mechanisms that make up the plumbing and HVAC equipment our industry needs to take care of our customers. Raw materials like copper, aluminum, and refrigerant have experienced several price increases. We continue working with our suppliers and doing all we can to remove or reduce those increases to our customers, but we are not able to remove all increases. Due to inflation the price of common items like bread, milk, eggs, gas and so on continue to rise every year. In the same way, the cost of doing business also rises. We strive to continue providing the same quality materials and parts that we always have and stand behind our work and those materials with a warranty the customer can count on.
  
  We truly care about our customers and their homes. We are a professional home service company. Our technicians receive over 260 hours of training each month to ensure they are meeting manufacture specifications, performing work to current state plumbing codes, and maintaining excellent customer communications for the safety and protection of our clients and our company work environment. Our company is licensed, bonded, and insured. This ensures that our work follows the current state plumbing and HVAC codes and should any of our work cause damage to the customer is covered. We strive for a 5-star customer experience on every service appointment. We commit to doing the work right the first time and we have an A+ rating with the Better Business Bureau. We have been in business for over 20 years and continue to maintain a reputation of trust and professionalism. Thank you for the opportunity to provide a written statement of our position and we trust it is beneficial in presenting what caliber of company we are and our focus on providing quality, professional customer experiences. 

  Customer response

  02/03/2024

   I am rejecting this response because: The company has not addressed their billing issues we have concern for. Over $11,700 for the work performed is excessive. We would like to come to a conclusion to this issue. We want to pay what is a fair price for the services rendered.
  
  
  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Mother in laws house has a leak within the wall. Water was leaking under the flooring and through the walls and cabinet. I called a professional plumber which was Master Plumbers to resolve this issue. They gave me a recommendation to replace water heater and to replace the pipes within the house. I had them to replace the water heater along with other piping and fixtures that needed to be replaced to stop the leak. When Their tech finished the job he stated that the leak was fixed. I paid $6500 cash for this job to be fixed and when I came to check up on my mother in laws house the following morning I find more water on the floor. The leak was never fixed. I called back for them to come back and fix the leak but they refuse to fix the leak with out more money.

  

  Business response

  06/21/2023

  We came out to investigate a leak that customer had said they have had multiple times. Durning this investigation we found that they have polyurethane pipe, which was outlawed and recalled in the early 2000s. We recommend to replace water piping which is polyurethane in the home and under the slab. We also recommend to replace the water heater. We made 5 options, one to replace all polyurethane pipe and repair the high water pressure. Customer decided to replace water heater and some pipes that were leaking inside wall and signed the estimate/ option before work was performed with understanding no warranty on existing polyurethane pipes, only repairs we make and if water pressure is at safe pressure. We made those repairs and customer paid. They were happy with repairs then they have another leak and want it under warranty. We explained to them they have leaks under slab and could have leaks anytime because of polyurethane pipes are known for leaks. If you fix one leak another one starts. The only way to really ensure the pipes is fixed and leak free is to replace. Ultimately we recommend to replace all polyurethane pipes with a repipe and it wasn’t chosen and we don’t feel we can warranty any pipe we didn’t replace. We did go out to today to check piping we put in and show the customers we are here to help them, we did have a dispatch cost today and they refused to pay it.  We would have liked to help them, but unfortunately we can not be responsible for polybutylene pipe we didn’t install or replace. 

  Customer response

  06/22/2023

  If they were an honest business and wasn’t able to guarantee the job they should of declined the job.  They shouldn’t have told me that when i replace the water heater and the attached piping that the leak would be fixed.  Master Plumbers stated that they used equipment to detect a leak in the concrete slab.  My insurance company called out a restoration company to check for these so called leaks in the slab and finds out their are no pipes running in the concrete slab.  The leak that destroyed the flooring and kitchen was under the sink and not from the water heater that cost me $6500.  The pipes that they replaced would have cost no more than $200, all piping that was replaced could fit in a 5 gallon bucket.  With the restoration company coming to inspect if there were any more leaks, it turns out we don’t need repiping nor do we have to break into the concrete slab.  Master Plumbers was dishonest and didn’t fix what they were brought out to fix.  After reading some reviews there were others that had the same experience I had.

• Initial Complaint

  12/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Master Plumbers (LA) about a leaking pipe. They came out and conducted a "safety home evaluation" in which they alleged there were other issues that needed to be repaired including, but not limited to, replacing the water heater and replacing shutoff valves they claimed were seized. I authorized the work and they charged me, among other things, $842.00 for a toilet that retails for $378.26, $1542.00 to REPLACE 12 shutoff valves, $62.50 for a thermal expansion tank cover that retails for $26.42 and takes five minutes to install and $86.00 for a thermal expansion tank "mounting bracket" that is actually $0.80 worth of metal hanging strap which also takes 5 minutes to install. I called the owner after I had a chance to research the charges but he was unwilling to do anything about the gross overcharges. Then, just under 3 months after the work had been completed, I discovered over an inch of water and subsequent water damage in one of the cabinets where they had allegedly replaced the shutoff valves. I called a plumber I trust to look at the problem. He informed me they had not replaced the shutoff valves at all but only retrofitted them. He discovered 3 additional valves that were leaking, albeit more slowly. He repaired the one that had caused the worst damage and I put buckets under the others to prevent additional damage. LA came out and looked at the damage. He had the audacity to claim the water damage was pre-existing, although his technicians own photos show otherwise, and said I had waived all warranty claims because I had another plumber fix their leaking valve. LA eventually stated he would refund the charge for replacing the valves (which he misrepresented) along with the charge for the "mounting bracket". However, this was under the condition I void the warranty for the entire scope of work they completed, not hold them harmless for the water damage they caused and not post any negative reviews. He stated this was his final offer.

  

  Business response

  12/21/2021

  We apologize that you feel this way about your experience with us. This is not the typical experience and we want to work towards a resolution. Thank you for speaking with us directly about your concerns. We are staying in contact with you to find a resolution. We have been taking care of customers and their homes for over 20 years. Our company strives every day to provide dependable, quality service and great customer care. 

  Customer response

  12/21/2021

   I am rejecting this response because:
  
  Please don’t insult the BBB and me by trying to re-frame this to portray it is due to the “way that I feel” about this extremely bad experience.  This complaint is based solely on hard facts about my experience with your company. Master Plumbers used this visit to upsell work via your “Safety Inspection”, grossly overcharged me for the work, misrepresented, on paper, the work you did and caused damage to my home from your poor quality workmanship.  If it’s not a typical experience, then I don’t understand why numerous similar experiences are documented on this and other sites.  You’ve had months to resolve this.  Unfortunately, all you’ve done is duck and dodge, insinuated that I lied about the water damage you caused and attempted to void all warranty coverage on your work because I had a trusted plumber come in and repair the valve you installed that left over an inch of water in my bathroom vanity. If this is your idea of providing dependable, quality service and great customer care, then you are not succeeding. Just do the right thing and refund the money for the work you misrepresented and pay for the damages you caused.
  

  Customer response

  12/28/2021

  Hi Melissa,

  I contacted a plumber I have used before and trust as soon as I discovered the leaking valve/standing water/water damage in my vanity on October 5th.  The plumber came out the next day and repaired the valve that was leaking the worst (3 additional valves Master Plumbers retrofitted were leaking) and had caused the most extensive damage.  He did not work on any of the other 11 valves Master Plumbers had retrofitted.  I didn't call Master Plumbers to repair the leak because Lee A*** had already lied to me and the North Carolina Consumer Protection Division. Consequently, I didn't trust him and didn't want him in my home.  Had I not called the other plumber, I never would have known that Master Plumbers misrepresented the work they did on the valves.  They invoiced me for replacing the 12 valves when, in fact, they only retrofitted them.  I am going to have to pay to have the other 11 valves replaced, as 3 of them are already leaking and I don't trust the others to not start leaking in the future.

  Please let me know if you need additional information.

  Thanks for your help.

  **** ****

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