Complaints

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• Initial Complaint

  Date:12/09/2024

  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.

  A neighbor recommended MJ Frick to drain the water heater and clean the dryer vent in my condo. I was only looking for those single services.When I called MJ Frick, they recommended an annual contract and tried to get me to pay in advance for both services - both to them and their "sister company" doing the dryer vent. It was high-pressure. I said no, and thought we agreed to a single service, but then was surprised to see a charge for their annual contracted services on my **************** card ending ***** on November 11, 2024 for $208. The appointment was scheduled for Monday, December 9th 11am-1pm for both the plumbing maintenance and the dryer vent. No one showed up for the appointment, and when I called, they said they needed to reschedule. I indicated I could not do so, as I am leaving town. They said, "Oh well, the contract is non-refundable. You can use it later in the year." I told them I was not comfortable paying them 6 months in advance for something I may not ever receive, and they still refused to refund the money. I need to get the $208 back, and ensure the "contract" (which I never signed) is canceled for good.

  

  Business Response

  Date: 12/27/2024

  Ms. ******* initiated a call on 11/11/2024 for a cleaning of her water heater and dryer vent. 
  Our CSR's always want to give our customers the option of joining our maintenance program mostly to save our customers money in the long run. With a membership you receive multiple visits for maintenance and discounted pricing. When a membership is initiated, the benefits begin right away at the time of payment even when appointments are scheduled further in advance, this way if you have an emergency service needed you aren't charged emergency pricing. The contract is a rolling year contract. Our maintenance contracts are non-refundable due to this reason. 
  Our technicians were scheduled to perform the service & unfortunately the service technician came down with illness and needed to be rescheduled. Our office reached out via phone multiple times without success and left voicemails trying to explain this to the customer. When the customer called in to cancel the service with our *** she had stated that she was going to contact her credit card company and cancel her payment. Unfortunately, when this happens, we are no longer able to issue a refund even if approved by our management because it would result in a double refund to the customer. Our procedure is to wait the 30 days to see if we receive a charge back from the credit card company and if not then a full refund can be made. I personally tried to reach the customer to apologize and rectify the situation and explain the process but never received a response or communication back. Thus, leaving us to wait to hear from the credit card company themselves. 

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22660796
  
  I am rejecting this response because: I have not yet receive a response from *****************  If I receive a credit there, I will accept the business response.  Still, the business has overstated their efforts to reach me and be responsive.  They should not be charging for services without providing them, and they should not have escalated this conflict to this point when I told them I accepted their cancellation but needed a refund because I would be out of town for winter.  I believe they are trying to collect money from customers without providing services in an effort to create high margin and recurring revenue contracts to sell the business to private equity owners.  It's sleazy practice and I want it on record that they are damaging relationships and competing with customers they should be helping and respecting.  They need to look into the woman who spoke with me on the phone because she is doing a bad job of relating to customers via misleading and high pressure sales tactics. 

  I will wait the response from **************** and accept this outcome once they show the credit.

  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/07/2025

  Attached are copies of our call recordings showing our outbound and inbound call to and from the consumer. At least 6 different attempts are shown from our office - this does NOT include any from our technicians from their private work numbers. Also attached is the response to the ****** review received by the consumer since some of our calls to her went unanswered. A voicemail was left each time. 

  
  At the time of each maintenance purchase outside of the verbal conversation & commitment, the customer will receive by email a written copy of what is entailed in our Maintenance Contract, including cancellations and refunds policies. Ms. ******* copy was sent to her email address on file and opened by her on 11/11/2024 @ 10:58 AM. 
  
  As stated in our previous response we in good faith do offer refunds to consumers who have experienced a less than satisfactory service on our end. However this again is processed after 30 days when approved by our management when a credit card company has been notified. Ms ******* did contact her CC company and was given a refund by them on 12/26/24. Therefore she will NOT receive a refund from MJ Frick Company moving forward as she has already received this from her CC Company and it would result in a duplicate refund by us to her and her CC company.