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:07/21/2023

  Type:Order 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.

  *** contracted with McHales to fix an exterior electrical issue on 3/29. Electrician came out and submitted a proposal which was approved. Part of the proposal was to “restore exterior electric…exterior junction box….driveway channel refilled”. This was something I was informed from ******, I would have to pay on my own, which I did. Secondly, McHales scheduled an electrician to come out to repair, and the day off, they canceled stating they need correct paperwork from ***. I paid McHales more than $2,500 for this job (above what *** paid) and it appears as if they are trying to get out of the repair of the outdoor electrical because that is money that comes out of their pocket. This needs to be fixed in an efficient manner, so I can have power restored as per the original proposal. Their original proposal and work had a guarantee and approximately one month after fixing, it was inoperable again.

  Customer Answer

  Date: 07/27/2023

  Hello. McHales fixed the issue, however I am still bringing up the issue where their proposal which was sent to ******** ***** ********* stated they would fix the driveway which they had to channel through to run new wires, yet they did not. I realize *** does not pay for that as per their contract, but I paid McHales $2,500 over and above what *** paid them, as the max amount which *** would pay was $3,000. The $2,500 in which I paid McHales, was for the same work proposal that was given to *** which included fixing the driveway. 

  

  Business Response

  Date: 08/11/2023

  To our knowledge our technician **** ****** resolved the lighting issue.  We have left multiple messages to verify.  We have not heard back from the client.  Please call us at ###-###-#### if there are any other issues.  we would be happy to resolve them under the warranty.

  Customer Answer

  Date: 08/14/2023

  Please see my addendum which was added on 7/30. I stated that the job was completed. **** ****** did reach out to me, once, on 7/9/2023 to check if the job was finished; it was. My complaint is about the contract issue. The contract/ proposal was my driveway would be repaired from McHales, this was NOT done. They had to run a channel through my blacktop driveway to run new lines. They did not repair that, though the contract indicated they would. I had to pay $500 for that to be repaired. This was not as per their contract.

  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  

• Initial Complaint

  Date:04/20/2023

  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.

  January 2023...Mchale Plumbling replaced my sewer line from the house to the curb for $5,800.00 because sewage backed up in my house. After completion of the paid job...I contiuned to have sewage back up into my house including the dirt McHale dug up from my yard for at least 3 times. I called McHales each time, they came un clogged the sewer line but told me to cal the township because the problem is with the township. I called the township 4 times and was told there is nothing wrong on their end. I asked Mchale to further investigate, they stated they can't see the problem but will unclog the pipes each time i call their office McHale stated I need to get the street pipes replaced. McHales stated they do not perform street work any longer. I told McHale to fix the problem but they stated they cant see where the problem is coming from AFTER i I paid the $5,800. There company left cement on my retaining wall, broke my lamp post, broke my pavers, left cemented rocks in my yard...all causing me to pay other contractors to fix their carelessness. I asked the manager-Beu to ask his higher ups to correct the possible street issue...Twice i was told no. MCHALE told me if I call them after hours for the clogged sewer line, I would need to pay $100 each time. This is causing a great health concern because I have asthma, when there is a back up into my home, I have to breathe the odor. I am asking for my $5,800 to be refunded so that I can pay another plumbing company to correct the problem or for McHales to correct the problem. I've had to different companies inspect Mchales work...both stated their is standing water in the new pvc pipe-the one Mchale installed. Also stating the pitch of the PVC was not done correctly. The other two plumbing companys stated McHale should correct my problem. I am out of $5,800 and I am still having sewage back into my house. Please help me. Thank you.

  

  Business Response

  Date: 05/03/2023

  I'm sorry for the customers issues.   I have attatched the description of the work , the permit, video from 3/13/23 and document from 3/13/23.   The problem is in the street.  There is a disformed pipe, rock pertubing through it and section of ********** pipe missing on the top of the pipe.   The sewer replacement states that any street work would be additional and there is no warranty under the home or street.   Mc Hales does not perform street work.  I have attatched the permit from the township.  The sewer lateral was inspected and passed by the plumbing inspector.   This problem is further down the sewer line.  Per the ******** township, the consumer is responsible for repairs in the street.  We have informed the customer on the report dated 3/13/23 .  We also emailed her the video that is attatched showing the problem in the street.   Please feel free to call or email me with any questions. Thank You *** ** ****

  Customer Answer

  Date: 05/08/2023

  Complaint: ********
  
  I am rejecting this response because:

  I paid McHales $5800 to correct the problem, the problem exists. I was never educated from McHales that the problem may still exist after their company replaced the sewer line. I could have used the $5800 to hire a honest plumbing company to correct the problem in the street...McHales stated to me that during a site visit to my home, they are capable digging the street up but that they stopped doing it. I asked on 2 different occasions to correct the problem in the street...Beu stated he needed to get permission from his boss to do so. Each time, he came back saying no, that I needed to call the county to correct the problem. MChales never compensated me for cement carelessness on my retaining wall, breaking my light post, breaking my pavers that had nothing to do with the work they did. I am requesting monies back from MsHales for the labor they worked on in my yard. McHales said that if I call to unclog the sewer line (after hours) the fee will be $100 for each service call. Nowhere in my paperwork has this written. McHales were paid to correct the problem,  McHales was NOT paid to just replace a sewer line that had nothing to do with problem. I have documentation from another plumbing company that states the problem was not what McHales replaced. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/16/2022

  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.

  We had McHales renovate our bathrooms however the service provided resulted in unusable bathroom. Had to have the plumber come back several times to fix issues and had staining on the ceiling in the dining room because no one checked things out properly. Bathroom tile work was poor and all the grout is falling out. Their solution to fix it is to put caulking in between the tiles. They put a faulty exhaust fan in the bathroom and the worker who came to fix it stated that there are problems with the fans themselves and not sure why they are installing faulty exhaust fans. And the switch that was used was didn’t work properly either. Furthermore we failed the final inspection for the electrical. Also have a crack in the sink that occurred during the installation which McHales is refusing to fix. We weren’t given any receipts for payment just at the end of the job a warranty.

  

  Business Response

  Date: 07/12/2022

  I'm writing in response to this complaint and look forward to resolving any remaining issues.  We have been actively working with the customer on resolving any issues under the warranty.   The bathroom is 100% usable and the customer has a full one year warranty.  We will mail a copy of the warranty form.  The plumbing leak was repaired,  the ceiling was painted and  the electrical issues were resolved.  The exhaust fan is not faulty.  There was a defective switch for the fan and it was replaced.  The electrical will be inspected again by a third party inspector.  The countertop has a defect in the finish.  We have advised the customer that the manufacture will buff it out or replace the countertop.  Mc Hales doenst have the equipment to buff it out.  We need to bring in the manufacturer.  The image of the tile and grout is an air pop from grout settling.  We will fill the grout in.  The image of the countertop is the defect and will be buffed out or replaced.  I look forward to resolving the issues. 

  Customer Answer

  Date: 07/16/2022

  [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:
  There has been no discussion about buffing out the sink.  Every time we call McHales get the run around saying they haven’t heard from the manufacturer yet.  Also their answer to fixing the grout was to put caulking between the tiles.  That is not an acceptable way to fix the problem.  Anyone can google it and see that’s not how you fix the grout problem. Also the second inspection for the electrical has not been completed so we don’t know if it’s acceptable yet or not.  
  
  Regards,
  
  ********* *******