ComplaintsforT. H. Malloy & Sons, Inc.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ******** called T.H. Malloy on 1/2/2023. Our boiler wasn't operating and this company was the last to service our boiler 2 years ago. After asking if there was a way to come service our boiler my wife was berated by this employee, and inferencing we were asking for special treatment due to our 9-month old child being home and not having heat he hung up. 30 minutes later the technician arrived claiming their other client cancelled and so they were able to arrive. Without fully looking at our boiler system the technician replaced one part, our boiler started working and he left. We were invoiced $435 for 25 minutes worth of work. Wednesday, 1/4/2023 our boiler stopped working again, and after calling back I received the same derogatory and demeaning remarks from another employee at T.H. Malloy., this time saying that we are not a client and never should have had repairs done to our boiler from their company - and that they would not be coming out to fix our boiler. I was told the best they could do was inform their dispatch the next business day and possibly do something for us. The next day I called the company back, and spoke with an employee who claims to have left me a voicemail, later to find out to another number "supposedly." They would not provide service to fix the issue but still insisted I owed $435 for their work. I asked if they would like to talk with the owner before filing a complaint and they said to give them a few days. On 1/10/23 my debit card (which had only been provided for work done years ago) was charged without authorization.This has been the absolute worst experience with an oil company I've dealt with in over a decade. The unprofessionalism, the cavalier attitude of their employees, and their failure to complete a job before they illegally pulled monies from our bank account without authorization is just unacceptable. I have yet to receive any follow up calls from this company on their behavior or our boiler operation.

  Business response

  01/24/2023

  See attached response 

  Customer response

  01/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello,

  The response from **** Malloy is completely and utterly false, and again goes to prove how unethical they are treating people who 'receive' help from their team.  A few important things to note.  I did sign up for a maintenance plan back in 2019, where I was told by their Sales Rep this plan covered all of the work to tune up our system.  When calling to schedule service back in 2019 it was a simple tune up needed to get our system running again, and instead of **** Malloy considering this as a part of their service plan they claimed they came out as an emergency service call - this was not the case.  However, they still invoiced us for emergency service work despite having a service plan in place.  I cancelled my plan back then because they had falsely marketed their service plan agreement, and more importantly my card should have been removed from their file.  The fact they kept my card on file after cancelling a contract, and then later using it without authorization is illegal.

  Fast forward to 2023, **** Malloy was the last company to service our boiler.  My wife, who found the **** Malloy information on our boiler called the company when we did not have heat at our house.  **** Malloy is claiming that I called which again is an untrue statement.  My wife called simply asking if there was a way to come out to help us fix our boiler - and in no way suggested we purchase oil from the company.  Again, there is only one main contact number for this company so whichever department picked up my wife was not aware there was a difference.  Simply put, in no way did she suggest we purchase oil but rather asked if they were able to come help us get our boiler running again, and asked if there was any availability to come out same day as we did have a baby at home.  The technicians response was "so you think you're special because you have a baby."  This was the first of many unprofessional comments and responses from this company.

  When the technician arrived I did show him our boiler and did indicate that to my knowledge we buy oil from Pricerite, which does not provide service outside of oil deliveries...and in no way did they come work on our boiler after **** Malloy.  The technician was rude but also did not properly diagnose our system, instead replaced the first part he looked at which seemed to make the boiler work again temporarily. Only 2 days later, the boiler stopped working again and this time I had called to inquire about getting someone back out here to fix the underlying issue as it had only worked for 2 days, and was told by a woman in the office there was nothing she could do, and she would only pass along our message.  *****, the dispatch manager, then supposedly left a voicemail on someone else's number (not mine) claiming that he called me back to address this issue when this is also not true.  After Malloy refused to come out to help us fix this issue I spent many hours researching how to try and fix our boiler, and ended up getting it working temporarily, and offered Malloy an opportunity to make things right before providing our experience on Yelp, as well as filing a complaint with the BBB and AG office due to our experience and boiler not being fixed properly - to which I was told they would let me know in a few days...never heard back.  Days later our boiler stopped working again and when calling back to Malloy to ask again for them to come out ***** (dispatch manager) again claimed we "manipulated" our way to have them come look at our boiler a week prior and that nobody would be coming out to address this issue, and of course this was right after they took money from my account without authorization.

   

  That was the last communication I had with **** Malloy was ***** mentioned that his company did not pull money out of my account, but said if they did he was going to refund our money and "part ways" that they will never come out to our house again....and have yet to see any refunds in my account now two weeks later.

   

  This company has been deceitful, unethical, and degrading towards people calling for help with boiler issues and all could have been avoided if they simply informed us they do not provide service calls to non-customers, or even asked us that day when my wife called for help.  We could have looked elsewhere that same day but instead the technician arrived and caused more problems than this has been worth.

   

  In the end, we had to pay an additional $800 dollars to get another oil service repair company out here to fix the real issue, which was our pump failed.  Had **** Malloy inspected our pump, which they did not, they would have seen it not properly putting fuel into our boiler in the first place.  

   

  So not only did we have to hire a new oil service company, who was extremely pleasant to work with (and we are not a customer of theirs on oil either), but we had to try and work with **** Malloy for over a week and a half to fix the issue they failed to fix in the first time all while directly pulling the money out without authorization.  Specifically states on their invoice we had 30 days to pay, but yet only days after the first visit they pulled money out of my account - and then refused to come out and fix the issue...I would love to know how this is legal.

   

  This is simply not acceptable for anyone to be treated like this, especially from a business who has been around for 40+ years - but I feel strongly as though action needs to be taken in order to prevent them from doing this to others.

   

   

  
  
  FAQ
  
  Regards,

  Jordan

   

   

  Business response

  02/01/2023

  Thank you for your letter dated 1/24/23.  In response to the additional information provided by ****************:
  
   
  
  As previously reported to you, **************** called our service, knowing that he was not an active customer.  ************** responded after hours, we billed ****************, charged his card as previously agreed upon.  In response to his statement that he paid another company to come and fix his boiler after our service call.  There could have been many subsequent problems with his heating system, after as he stated to our service manager, he you tubed the problem and fixed it himself.  If he called another company after this, he could have created the subsequent problems with his heating system.
  
   
  
  In the end, he called our service, we responded.  He is not disputing that he called for the service.  We are not disputing that we charged for that service.  Our service technician fixed what he found to be wrong.  We charged **************** for this call.  Thank you.
  
   
  
  *** Malloy 

  Customer response

  02/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello,

  As stated multiple times, my wife called to see if T.H. Malloy was available to come out and help fix our boiler.  She was unaware that we needed to be a client, and in no way mentioned that we were an existing client.  After being billed I spoke with ***** who asked if I wanted to use my card on file, which should not have been kept on file since we cancelled our service contract with them 3 years ago.  I told ***** that I would mail a check and did NOT want them to use any card on file.  Also to note that we have 30 days to pay this invoice.  After calling the first time 2 days later Malloy told us they would not come fix our boiler, but would give us a call.  This was not a subsequent issue at all, this was Malloy did not properly address the boiler issue the first time.

  The technician never even bothered to evaluate the pump.  All I did was look at ******* videos and did exactly what the technician did, and realized that they did not plug the wires in all the way, and was able to get it working for a couple more days.  However, a few days later our boiler stopped working again and after calling Malloy (again) they said they would not be coming out to fix it, and charged my card which again was not authorized - and taken illegally from my account.

  The pure fact that this company was not come back out to address the real issue but could pull money out of our account without authorization is illegal.  We had 30 days to pay and after Malloy refused to come back out to fix the underlying issue of our boiler we had to hire another technician to come out and paid $800 to fix the issue.

  I still have the part that Malloy "repaired" which still works, so I can verify that their service charge never fixed anything.  If the technician had taken the time to walk through the full system he would have realized the pump was intermittently working, and could have fixed the right part the first time.

   

  This is completely unacceptable and the way the company is handling this is unprofessional and unethical.

   

  
  Regards,

  Jordan

   

   

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