Complaints

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:11/30/2023

  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 was charged an emergency service fee for them to come back and fix a mistake they made.

  Customer Answer

  Date: 12/05/2023

  Can I withdrawal this complaint?

  Business Response

  Date: 12/06/2023

  The general manager has reached out to the customer. 

• Initial Complaint

  Date:03/09/2023

  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 believe they were supposed to come the end of December on a Wednesday however they called 1 hour before they were supposed to be here and rescheduled because of the snow. So the tech showed up with another person they're supposed to service my furnace and they used our shop vac and our filters and still wanted $155 when took him 5 minutes. Then they were supposed to hook up a gas line for our used fireplace which has a propane port and a natural gas Port which I showed the technician which port to hook the gas line up to which I provided the gas line, he said "oh okay we can do this" although he was a little leery at first until I showed him the gas line port. I am a contractor myself but don't have HVAC licensing, do I called them.I had this fireplace it was used and it was working perfectly when we had it hooked up to the propane and then the technician hooked the gas line up to the propane port and blew the service motor so we had to call a fireplace company because man plumbing and heating doesn't repair fireplaces. ******* fireplace came and said because it was a foreign part it could not be fixed. They suggested instead of getting a brand new fireplace which could cost us up to $5,000 we purchase a new fireplace insert from them with a 5-year warranty with the upgrade with a remote control thermostat for $1496. I called mann plumbing and heating and asked them to erase our $845 bill with them because they broke our fireplace and just compensate us for half of the $1,496 fireplace bill because I honestly didn't feel that they should have to pay the whole $1,496 because we got an upgrade however we wouldn't have been in that situation to begin with if their technician wouldn't have blew out the service motor by hooking it up to the propane port when it was clearly marked on the back of the fireplace (I do not have a picture of that honestly I didn't think this was going to happen). The manager or owner **** has said no I don't believe the fireplace even worked but I will give you $100 credit off your gas line. Had sent an email asking **** to compensate us the $845 for the bill which honestly I believe was a ridiculous price considering I supplied the gas line and the furnace filters and even the Shop-Vac to clean out the furnace which they didn't even do anyway because I checked it a couple days later and the cover was never even taken off the furnace and vacuumed out my fiance had told me they only took 5 minutes to look at the furnace and they still charge us $155 for that service. I only ask them to compensate the 845 and give us half of the 1,496 from ******* fireplace because we could have gotten it fixed for under $1,000 with a lesser insert but we did get an upgrade and I believe that is on us because we wanted something nicer so we should make man plumbing and heating pay for that difference so I was being honest and asked for only half of that $1,496 that is not unreasonable.

  Business Response

  Date: 03/20/2023

  We were hired to install a gas line to a fireplace, which we did and we provided the gas line. The fireplace was in used condition. **************** told our tech "I picked this up for a little bit of nothing." We could not verify the function of the fireplace prior to hooking up the gas line. **************** states in his complaint that we hooked the gas line incorrectly. Even if we did, the gas train has ZERO to do with the service motor, which he states we damaged. The only part that could have possibly been damaged would be the gas valve.  

• Initial Complaint

  Date:02/27/2023

  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 called the Sunday hotline emergency number on Sunday February 19,2023 because we came home from a family trip and the pilot light was out on our propane wall heaters. I told the lady that the heater needed cleaned that when that happens its clogged. She took my name and number and secretary called me on Monday morning February 21,2023. She told me they had no appointments for that day that someone would be out on Tuesday morning between 10 and 12. I told her that would be fine. The repair man got here about 10:15am on Tuesday looked at heater that was off and saidit doesnt need cleaned these heaters dont need cleaned lit it wiped it off and stated that will be $110.00. I gave him a check BUT explained that because of having heaters like this before when dust gets into the igniter it clogs it and it needs cleaned he stated no it doesnt!!!! I am a female so not understanding nor knowing gave him payment and he left. Pilot went out all week that week finally on Sunday my husband took it apart to clean it AND YES IT WAS CLOGGED WITH DIRT. I contacted them on Monday February 27th, 2023 and told them what guy told me AND THAT YES IT WAS CLOGGED AND NEEDED CLEANED that they literally took my $ for a job that was never done. Manager didnt seem as if he was concerned or anything and then proceeded to tell me that OH ************** WE DO NOT EVEN CLEAN THESE HEATERS I said then why did you guys tell me you did. You literally ripped us off $110.00 for a job YOU DO NOT DO AND NEVER SAID ANYTHING when it was stated on Sunday AND Monday what needed done!!!!! Im very upset we work hard for our $ and I feel cheated from a company that could of easily stated.. Im sorry we dont do this!!!!!!!! I would like some type of a refund for a NOTHING JOB!!!!!!

  Business Response

  Date: 03/15/2023

  We are sorry that they were not happy about the service. We will send them a refund for the $110 service call today, March 15th, 2023. 

  Customer Answer

  Date: 03/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
   This is to let you know I received a refund from them. Thanks so much for your help
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/22/2022

  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.

  Quote for new heat pump system for $6,400.00/$6,640.00 to use credit card. Was then sent email for new updated quote that new system would cost $6,640.00/$6,890.00 to use credit card. I asked office manager Kim B*** why there was a charge to put amount on credit card- she said that was their processing fee. I was charges $250.00 for using my credit card for the 50% down payment and was charged another $250.00 when balance when was paid for using credit card. I've never heard of these fees to use a credit card? System was installed 11/2020. I also purchased an extended warranty- for ten years total for $589.00 and I noticed summer of 2021 that thermostat readings were off. 1/9/22 Outside unit froze up and was shaking badly. Called Mann- unable to reach anyone. 1/22/22 Woke up in morning- house was 58 degrees. Heat had went out during night and back up heat was also not working. Tech finally came at 5pm. When outside unit had froze up, he said it went into a soft lockdown and was supposed to correct itself- it did not. He said computer board was defective and was not communicating. He said I needed a new board. I then get a call from Kim Bair saying they wanted to send out another tech to make sure that a new board was really needed (?)- 1st tech not competent?. On 2/17 Hayden came out. He checked inside unit first, I had to leave for work when he was checking outside unit. Never heard back from him. Texted Kim and she texted on 2/18/22 that I needed a new board that controls the heat kit. Since I had left for work- did not notice that the tech damaged my access door in ceiling. I was going to show them when they came back. Kim said it would take 7-10 days to receive board. Never heard back from them. I received a call on 4/20/22 from a girl in their office, asking if I wanted to schedule a spring tune up. I said I wanted to speak to Kim about computer board. She said they would call back- they never did. Left voicemail with sales mgr today. Help please. Thank you

  Business Response

  Date: 07/15/2022

  Hi **** - Brad M****** here.  I just reviewed your account and saw Kim marked the account as left voicemail a few times trying to connect with you.  We followed up and are being told that the parts will not be available until mid July.  It is my understanding your cooling side of the system is operating correctly?  Please call me to discuss at the office and we will push to get this resolved for you as soon as we have the parts.  Thanks.

  Customer Answer

  Date: 07/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Mann plumbing called on June 29th and said the part would be in mid July.  They then called July 22nd and said the part would be in mid August- that the part was on back order. The owner stated they have been trying to reach me- but I received both voicemails- they said to call back with any questions, but since the part is on back order- that was self-explanatory, so I did not call back about the part. I received a new email on Monday July 25th that the business owner responded to my complaint. I called the business on Tuesday July 26th and asked to speak to Brad, who is the owner that responded to the complaint, but Maddy who answered the phone said he was not in the office and would send him an email to call me back. I have not received a call back.  Mann plumbing only addressed the issue about the heating element that is still on back order from my last service call back in February. They have never addressed or mentioned the other issues about the damage to my access door/panel that occurred during their last visit back in February by their technician, nor have they mentioned refunding the service fee of $115.00 that was charged due to the malfunctioning heating element that needs replaced and they have also not responded to the credit card processing charge of $500-$600.00 that was added to my bill, which I requested a refund for. The processing fee is outrageous and unheard of- you could go to Lowe's and buy $10,000.00 worth of appliances and never be charged a penny to use your credit card? Since the owner has not returned my call and the other issues have not even been mentioned or addressed- I am rejecting the response. 
  
  Regards,
  
  *****************